Sr. IT Helpdesk

Job Description:

The on-site Lab Support person will provide comprehensive desktop, laptop, server, and network support in an R&D environment, including supporting R&D remote offices across the United States. This role involves responding to user calls, walk-up requests, and emails related to software or hardware issues, troubleshooting, and resolving these issues on-site. Responsibilities also include installing, repairing, and modifying hardware and software as required, including IT services in conference rooms.

As a member of the Lab Support team, this position includes participation in a rotating on-call team for after-hours and weekend/holiday support, which may require on-site presence to address urgent IT service delivery issues.

Essential Job Duties:

• Install and configure PCs, Linux and Mac devices, printers, and peripherals within established standards.
• Install requested hardware and software upgrades.
• Manage R&D lab assets using RFTrack asset management system.
• Analyze and solve technical issues using effective problem-solving skills.
• Provide troubleshooting and support via phone, email, and remote assistance.
• Offer on-site technical support and end-user training at assigned locations, with travel to remote sites as needed.
• Create and update Microsoft and Linux OS images.
• Provide technical support for conference room IT services.
• Assist in company events, exhibits, and product showcases.
• Perform installation and maintenance on proprietary systems.
• Lead projects and/or technology evaluations and make recommendations to management.
• Ability to travel up to 20% to remote offices.

Qualifications:

• Education: 2-year degree or higher, OR equivalent work experience, OR HS degree with Military experience.
• Experience: 4-8 years of related experience.

Skills & Knowledge:

• Fundamental understanding of relevant software, hardware, and equipment operations.
• Customer service and interpersonal skills.
• Ability to work effectively in an ethnically, linguistically, and culturally diverse environment.
• Strong organizational skills and attention to detail.
• Knowledge of Windows OS and Linux in an enterprise environment.
• Familiarity with PC technology (Microsoft Office, Internet, Windows).
• Asset management skills.
• Good problem-solving skills and attention to detail.