Berkeley Lab's Information Technology (IT) Division has an opening for a Help Desk Specialist to join their Help Desk AV Team!
In this role, you will support operations and scientific divisions with audio visual and conferencing requests and applications. This position will support in the resolution of 25,000 tickets per year by phone and/or the use of remote desktop management software. You will process requests for help that come in through electronic mail, Web or via an Automated Call Distribution (ACD) phone system, provide basic troubleshooting for a variety of desktop operating systems, desktop software products, and printing environments, and support our core infrastructure software (electronic mail, calendar, and network file and print services).
What You Will Do:
Provide professional, effective, knowledgeable, and rapid Audio-Visual (AV) and IT support to staff and scientists.
Provide support for the operation and maintenance of AV equipment.
Provide support for events, including setting up, operating equipment (computers, tablets), recording events and video streaming.
Provide support to video conferencing services such as Google Hangouts and Zoom.
Provide training support (one on one and group) on video conferencing services (Hangouts and Zoom).
Provide proactive maintenance to auditorium equipment (projectors, computers, microphones, displays, VC carts).
Provide expert knowledge and direction for using institutional services including network file and print services, web based collaboration systems, the Google Apps environment (mail, calendar, docs/drive, sites, contacts) and any deployed marketplace applications.
Provide expert knowledge and direction for using standard Lab office software products (Word, Excel, PowerPoint, Adobe Products).
Assist with account management for Windows Active Directory and the Enterprise Directory (LDAP) including password resets, account creation and account termination.
Provide support for cyber security procedures (isolation and blocking of vulnerable computers) and tools (Firewalls, Antivirus products, Anti-Spyware tools).
Provide initial troubleshooting of MAC and PC hardware and operating system problems.
Audio Visual Support.
Serve as the primary contact for video conferencing Tier I support.
Setup communication software and troubleshoot problems involving SSH, VPN, Windows Remote Desktop, Timbuktu, and VNC for local and remote use.
Troubleshoot network connectivity problems (local and remote access).
Ticket management (creating, progressing, assigning, and closing).
Document new Help Desk processes and participate in peer group technical data exchange.
What is Required:
One to three years experience providing a range of AV and conferencing support services to PC and Mac users.
Associate Degree in a computer discipline and certification in one or more of the following: MCP, CNA, MAC Software/Hardware, or equivalent education and experience.
Strong interpersonal, oral, and written communication skills with demonstrated ability to convey technical information through well-written and concise documentation.
Fluency with video conferencing technology and applications, common office productivity workstation applications (spreadsheets, databases, graphics, word processing, presentation software, email clients, electronic calendaring clients, web browsers), and standard desktop operating systems including Windows 7/8/XP/Vista and MAC OS X.
Experience with the Google Applications Suite for Enterprise Customers.
Familiarity with remote access protocols and applications (VPN, SSH, RDP).
Previous experience in a high volume Help Desk environment and trouble ticket systems such as Service-Now.
Experience with IOS and Android mobile devices.
Experience with major third party software products that perform utility services, disk management, and security functions such as virus detection and elimination.
Knowledge of windows domain concepts (Active Directory, OU management, authentication and authorization).
Knowledge of TCP/IP networking protocols and ability to troubleshoot network problems.
What We Desire:
Bachelor's or advanced graduate degree in Electronics Engineering, Computer Science, Computer Systems Technology.
Certification in MCSE, A+, Network+, Mac OS X hardware/software.
Experience in the development of system software, application software, web sites and scripts used for automation of routine administrative functions.
Experience in a research environment or a customer service delivery organization providing a range of support services to PC and/or Mac users.
Knowledge of desktop security.
Knowledge of Lab Infrastructure and Business systems (e.g. directory services, telephone services, timekeeping, property management, financial, budgeting, human resource, and environmental Health and Safety systems).
The posting shall remain open until the position is filled.
This is a full time, M-F, non-exempt from overtime pay (hourly paid), 6 month, Term appointment. This position has the possibility of extension or conversion to Career appointment based upon satisfactory job performance, continuing availability of funds and ongoing operational needs.
Salary is commensurate with experience.
This position may be subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.
Work will be primarily performed at Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA.
Learn About Us:
Berkeley Lab (LBNL) addresses the world's most urgent scientific challenges by advancing sustainable energy, protecting human health, creating new materials, and revealing the origin and fate of the universe. Founded in 1931, Berkeley Lab's scientific expertise has been recognized with 13 Nobel prizes. The University of California manages Berkeley Lab for the U.S. Department of Energy's Office of Science.
Working at Berkeley Lab has many rewards including a competitive compensation program, excellent health and welfare programs, a retirement program that is second to none, and outstanding development opportunities. To view information about the many rewards that are offered at Berkeley Lab- Click Here.
Equal Employment Opportunity: Berkeley Lab is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. Berkeley Lab is in compliance with thePay Transparency Nondiscrimination Provisionunder 41 CFR 60-1.4. Clickhere to view the poster and supplement: "Equal Employment Opportunity is the Law."
Internal Number: 85925
About Lawrence Berkeley National Laboratory
In the world of science, Lawrence Berkeley National Laboratory (Berkeley Lab) is synonymous with excellence. Thirteen scientists associated with Berkeley Lab have won the Nobel Prize. Fifty-seven Lab scientists are members of the National Academy of Sciences (NAS), one of the highest honors for a scientist in the United States. Thirteen of our scientists have won the National Medal of Science, our nation's highest award for lifetime achievement in fields of scientific research. Eighteen of our engineers have been elected to the National Academy of Engineering, and three of our scientists have been elected into the Institute of Medicine. In addition, Berkeley Lab has trained thousands of university science and engineering students who are advancing technological innovations across the nation and around the world. Berkeley Lab is a member of the national laboratory system supported by the U.S. Department of Energy through its Office of Science. It is managed by the University of California (UC) and is charged with conducting unclassified research across a wide range of scientific disciplines. Located on a 200-acre site in the hills above the UC Berkeley campus that offers spectacular... views of the San Francisco Bay, Berkeley Lab employs approximately 4,200 scientists, engineers, support staff and students. Its budget for 2011 is $735 million, with an additional $101 million in funding from the American Recovery and Reinvestment Act, for a total of $836 million. A recent study estimates the Laboratory's overall economic impact through direct, indirect and induced spending on the nine counties that make up the San Francisco Bay Area to be nearly $700 million annually. The Lab was also responsible for creating 5,600 jobs locally and 12,000 nationally. The overall economic impact on the national economy is estimated at $1.6 billion a year. Technologies developed at Berkeley Lab have generated billions of dollars in revenues, and thousands of jobs. Savings as a result of Berkeley Lab developments in lighting and windows, and other energy-efficient technologies, have also been in the billions of dollars. Berkeley Lab was founded in 1931 by Ernest Orlando Lawrence, a UC Berkeley physicist who won the 1939 Nobel Prize in physics for his invention of the cyclotron, a circular particle accelerator that opened the door to high-energy physics. It was Lawrence's belief that scientific research is best done through teams of individuals with different fields of expertise, working together. His teamwork concept is a Berkeley Lab legacy that continues today.