Systems Support Technician

The System Support Specialist II is responsible for performing system administration for assigned business systems and conducting root cause analysis for recurring issues. This role involves developing and maintaining technical documentation and standard operating procedures, as well as providing training and mentorship to tier one and junior tier two support staff. The specialist will ensure the efficient operation of business systems and contribute to the continuous improvement of support processes. The ideal candidate will have strong problem-solving, critical thinking skills and a customer-focused approach to support., * Respond to user inquiries and provide technical support via phone, teams, email, or in-person ensuring a positive customer support experience. Diagnose and resolve advanced hardware (e.g., PCs, mobile devices, desktop phones), software (e.g., business applications, desktop software), and network issues (e.g., wired, wireless, VPN).

• Assist with the setup and deployment of new enterprise systems.
• Provides advanced tier two support for hardware, software, and network issues.
• Perform system administration tasks for assigned business systems.
• Assist with root cause analysis for recurring issues and implement preventive measures.
• Develop and maintain technical documentation and standard operating procedures.
• Provide training for tier one and junior tier two support staff.
• Generate metrics to identify incident trends and opportunities for improvement.
• Maintain accurate records of issues and resolutions in the IT Service Management system.

• Bachelor’s degree in Information Technology, Computer Science, or a related field and CompTIA A+, Network+, or other related certifications; Four years of experience as an IT support technician or IT administrator, or an equivalent combination of education, certification, and/or experience
• Power Skills: Excellent communication, leadership, and interpersonal skills. Strong analytical and problem-solving abilities.

Battelle is committed to fair and equitable compensation practices. The salary range for this role is $54,500 - $77,600 per year, in addition to our comprehensive benefits package. A candidate’s salary is determined by various factors, including but not limited to education, relevant work experience, skills, and certifications. Salary ranges may vary based on geographic location and market conditions.

Benefits: Live an Extraordinary Life

We care about your well-being, not just on the job. Battelle offers comprehensive and competitive benefits to help you live your best life.

• Balance life through a compressed work schedule : Most of our team follows a flexible, compressed work schedule that allows for every other Friday off-giving you a dedicated day to accomplish things in your personal life without using vacation time.
• Enjoy enhanced work flexibility, including a hybrid arrangement: You have options for where and when you work. Our Together with Flexibility model allows you to work 60% in-office and 40% remote, with Monday and Tuesday as common in-office days, dependent on team and position needs.
• Take time to recharge : You get paid time off to support work-life balance and keep motivated.
• Prioritize wellness : Stay healthy with medical, dental, and vision coverage with wellness incentives and benefits plus a variety of optional supplemental benefits.
• Better together : Coverage for partners, gender-affirming care and health support, and family formation support.
• Build your financial future : Build financial stability with an industry-leading 401(k) retirement savings plan. For most employees, we put in 5 percent whether you contribute or not, and match your contributions on top of that.
• Advance your education : Tuition assistance is available to pursue higher education.

A Work Environment Where You Succeed

For brilliant minds in science, technology, engineering and business operations, Battelle is the place to do the greatest good by solving humanity’s most pressing challenges and creating a safer, healthier and more secure world.

You will have the opportunity to thrive in a culture that inspires you to:

• Apply your talent to challenging and meaningful projects
• Receive select funding to pursue ideas in scientific and technological discovery
• Partner with world-class experts in a collaborative environment
• Nurture and develop the next generation of scientific leaders
• Give back to and improve our communities