Senior IT Service Desk Technician
Core
Leads support, operation, and maintenance for the user computing environment for the Computing and Environmental Life Sciences directorate, serving scientific researchers and collaborators.
Role type
Senior IT Service Desk Technician (Tier-1/2/3 escalation lead)
Builds
User computing environment stability, scientific computing infrastructure support, and technical change adoption
Domain
Scientific research computing / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Hardware troubleshooting, software installation, configuration management, virtualization (VMware, Hyper-V), scripting/automation, Active Directory management, lifecycle management, problem triage, root-cause analysis
Preferred skills
Emerging technology adoption, project leadership, cross-functional coordination
Technologies
macOS, Linux, Windows, VMware, Hyper-V, JAMF Pro, Ansible, ServiceNow, FreshService, BeyondTrust, Tanium, Microsoft Teams, Zoom, Slack, Wordpress
Responsibilities
Handle Tier-1/2/3 support tickets and escalate complex issues; deploy and configure desktops and servers; write technical documentation; guide Tier-1/2 engineers on daily operations; coordinate with central IT on Active Directory and policy; manage vendor relationships for computing environment lifecycle.
Seniority
Senior, hands-on IC with team guidance responsibilities
