Overview
On Site
35
Contract - W2
Skills
ITTechnical Support
Trouble Shootng
Installation
M
Job Details
Job Title: IT Support Technician Level I
Level: 1
Duration: Long Term (6 months after the Work Order is awarded. Option to renew in 6-month increments.)
Location: 9700 South Cass Avenue, Lemont, Illinois 60439 Onsite
Category: End User Support
Client: ANL (Argonne National Laboratory)
Due by: July 03, 2025
1.0 Background
The Computing, Environment, and Life Sciences (CELS) directorate at the Argonne National Laboratory (ANL) seek a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the CELS Research Computing teams.
2.0 Scope
The contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and computer resources.
3.0 Objectives
Provide technical support for computer systems and users.
4.0 Tasks and Delivery
Responsible for assisting users with the account signup, renewal, and reactivation process for access to resources.
Responsible for providing technical support for usage of macOS and Windows OS computers.
Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.
Responsible for providing access to projects, groups, mailing lists, and Slack.
Responsible for debugging issues with multi-factor authentication setup.
Responsible for Improving existing helpdesk service processes where applicable.
Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.
Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.
Responsible for onboarding new users at the facility/directorate.
Responsible for assisting with user communication as appropriate.
Responsible for updating and tracking customer-reported issues from submission to resolution.
Responsible for the fulfillment of IT service catalog requests from customers.
5.0 Required Knowledge, Skills, and Abilities
2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 support
Bachelors degree in Computer Science, Information Technology, or related field
Excellent interpersonal skills and ability to work effectively with a wide range of users and stakeholders
Strong verbal and written communication skills
Strong testing and troubleshooting skills to identify process bottlenecks
Self-starter and a team player
Hands-on knowledge using ticketing software (eg. ServiceNow)
Some experience working in UNIX/Linux environments
Some working knowledge of shell scripting or other coding experience
6.0 Work Location
The work must be performed on site at Argonne National Laboratory, located 9700 South Cass Avenue, Lemont, Illinois 60439.
7.0 Work Schedule
The contractor is expected to work a standard 40-hour week, 8 hours daily.
Laboratory work hours are Monday through Friday, 9:00 AM to 5:30 PM, excluding Laboratory holidays.
Level: 1
Duration: Long Term (6 months after the Work Order is awarded. Option to renew in 6-month increments.)
Location: 9700 South Cass Avenue, Lemont, Illinois 60439 Onsite
Category: End User Support
Client: ANL (Argonne National Laboratory)
Due by: July 03, 2025
1.0 Background
The Computing, Environment, and Life Sciences (CELS) directorate at the Argonne National Laboratory (ANL) seek a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the CELS Research Computing teams.
2.0 Scope
The contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and computer resources.
3.0 Objectives
Provide technical support for computer systems and users.
4.0 Tasks and Delivery
Responsible for assisting users with the account signup, renewal, and reactivation process for access to resources.
Responsible for providing technical support for usage of macOS and Windows OS computers.
Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.
Responsible for providing access to projects, groups, mailing lists, and Slack.
Responsible for debugging issues with multi-factor authentication setup.
Responsible for Improving existing helpdesk service processes where applicable.
Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.
Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.
Responsible for onboarding new users at the facility/directorate.
Responsible for assisting with user communication as appropriate.
Responsible for updating and tracking customer-reported issues from submission to resolution.
Responsible for the fulfillment of IT service catalog requests from customers.
5.0 Required Knowledge, Skills, and Abilities
2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 support
Bachelors degree in Computer Science, Information Technology, or related field
Excellent interpersonal skills and ability to work effectively with a wide range of users and stakeholders
Strong verbal and written communication skills
Strong testing and troubleshooting skills to identify process bottlenecks
Self-starter and a team player
Hands-on knowledge using ticketing software (eg. ServiceNow)
Some experience working in UNIX/Linux environments
Some working knowledge of shell scripting or other coding experience
6.0 Work Location
The work must be performed on site at Argonne National Laboratory, located 9700 South Cass Avenue, Lemont, Illinois 60439.
7.0 Work Schedule
The contractor is expected to work a standard 40-hour week, 8 hours daily.
Laboratory work hours are Monday through Friday, 9:00 AM to 5:30 PM, excluding Laboratory holidays.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.