Helpdesk Technician

At NRAO, we are recruiting a Helpdesk Technician. The Helpdesk Technician provides desktop support to users through various channels, including in-person interaction, remote-control software, and helpdesk ticketing systems. Key responsibilities include managing hardware inventory, configuring and maintaining workstations, performing routine system support, and training users on established IT services and new software processes.

The preferred location for the position will be based at our Albuquerque, NM location.

What You Will be Doing:

• Provide in-person or remote technical support through email, phone and helpdesk ticketing system
• Help users sign into their machines
• Field user technical questions
• Set up user workstations
• Provide basic instruction and/or training to users for established IT services
• Perform routine technical assistance on end points
• Assist with tracking available inventory of hardware ready to be deployed
• Perform routine technological systems support, maintenance, and testing
• Assist with the implementation of technological projects with moderate scope and impact
• Assist with the installation, standard configuration, and maintenance of computers
• Perform miscellaneous job-related duties as assigned
• Accept, review and act on helpdesk tickets
• Pinpoint technical issues based on reported symptoms and diagnostic reports
• Use remote-control software to actively repair user issues
• Perform basic account management tasks, such as resetting passwords and adjusting key settings
• Train new employees or users in new software or repair processes
• Create and maintain work logs that document customer interactions for all projects
• Proactive compliance with organizational and government safety policies and procedures in work area is expected
• Other duties as assigned

Work Environment

Work is mission driven, team oriented and typically performed in an office setting within a research or development environment.

• Associate’s degree in information technology, computer science or related field is required or equivalent combination of education and experience.

Experience

• No prior experience required.

Skills and Competencies

• High level of competency in Microsoft software products and web-based systems, Visio and SharePoint.
• Requires strong customer service, interpersonal and communications skills. Must be able to communicate effectively both verbally and in writing. Must have knowledge of or experience with Office productivity software; word-processor, spreadsheets, networks and systems comparable to those of the Observatory through academic training or internship experience(s). Must be familiar with a variety systems administration concepts, practices and procedures. Strong analytical, organizational. and problem-solving skills and team orientation.

Additional Requirement

While performing the duties of this job, the employee frequently sits at a desk, uses a personal computer, telephone, and other standard office equipment; the ability to climb stairs is required. The employee is required to bend, reach, and must have finger dexterity. The employee is required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Observatory employees must be authorized to work in the United States. The Observatory presently cannot sponsor H-1B Visas for this position.

The starting salary/hourly rate of this position is between $19.00-$24.65 per hour. Factors which may affect starting pay within this range may include; education, experience, skills, competencies, other qualifications of the successful candidate, as well as internal equity and labor market conditions., Associated Universities, Inc (AUI) offers a comprehensive benefits package addressing the needs of employees and their families with most benefits beginning on the first day of employment, subject to eligibility requirements. AUI provides:

• Excellent paid time off (13 holidays, annual accrual of up to 24 vacation days)
• Medical, dental and vision plans are effective on the first day of employment.
• AUI’s retirement benefit contributes an amount equal to 10 percent of a qualified participant’s base pay with no required employee contribution.

The National Radio Astronomy Observatory (NRAO) is a prestigious research and development organization that plays a vital role in the study of the universe. Associated Universities, Inc. (AUI) is a nonprofit organization that manages and operates the NRAO under a cooperative agreement with the National Science Foundation. The Observatory is a hub for technological and scientific collaboration, operating state-of-the-art radio telescope facilities for use by the international scientific community. The Observatory has been instrumental in the study of black holes, galaxies, and the early universe.