ESSENTIAL JOB DUTIES:

1.Acts as the single point of contact for end-users requiring information technology (IT) assistance by way of phone or email support requests. Provides end-users with timely problem-solving and technical support at the desktop.

2.Utilizes an IT Service Management system for documenting and managing incident and service requests. Takes inbound calls/emails and generates incidents/service requests.

3.Coordinates timely installation of disk images to workstations. Configures individual workstations to the specifications required to ensure optimal performance.

4.Identifies and diagnoses IT related issues between hardware, software, and/or network related issues. Makes timely and accurate diagnosis of system related problems. Effectively collaborates with other IT staff to solve technical matters.

5.Performs and updates assets in the Inventory Management system to include workstations, monitors, printers, and other IT assets. Repairs, replaces, and moves assigned equipment depending on various levels of technical competency.

6.Installs, repairs, and replaces new workstations and peripherals.

7.Performs testing on new and existing products and services as assigned. Provides feedback and recommendations based on analysis.

8.Trains and mentors Desktop Support Assistants to help develop their technical skills.

9.Rolls out new machines and replaces existing equipment as needed.

10.Performs institutional upgrades and sweeps, as needed, following established ITS procedures for installation and machine configuration.

11.Assists End User Consultants in maintaining standard desktop and software configurations.

NONESSENTIAL JOB DUTIES

*Related duties and special projects as assigned.

JOB SPECIFICATIONS

Required Knowledge, Skills, and Abilities:Knowledge of back-end technologies (e.g. Directory Services, Network Configuration, Image Creation, Storage, network and workstation security). Excellent troubleshooting skills. Ability to deal with a high volume of varying technology from hardware, software, to network connectivity issues. Ability to articulate problems and resolutions to both technical and non-technical end users. Ability to diagnose and repair workstations and peripherals. Ability to use some latitude for independent judgement, discretion, and action. Experience working in complex environments with a high degree of organizational effectiveness. Ability to work successfully in a team environment. Excellent communication skills with a proven ability to effectively interact with all levels of employees.

Physical Capabilities: Ability to work at a computer for extended periods of time. Frequently moves computer equipment weighing up to 40 pounds. Regularly services customers at their workstations.

Required Licenses, Certification or Registration: A+ certification preferred.

Supervisory Responsibilities/Controls: Reports to Manager. Sets objectives with supervisor.

Compensation Range: The National Academies of Sciences, Engineering, and Medicine support equity, fairness, and transparency in our compensation programs. An estimated compensation range for this position is $27.82 - $34.77 per hour. Compensation offered to the selected candidate will be based on the candidate's relevant knowledge, skills, and work experience, commensurate with compensation of current employees in comparable positions with similar knowledge, skills, and work experience, and subject to budget parameters. Note it is not typical for a candidate to be hired at the higher end of the range.

Work Environment: Office environment with occasional travel between National Academies' facilities and to off-site locations.

The National Academies' Statement on Diversity and Inclusion:

We, the National Academies of Sciences, Engineering, and Medicine (the National Academies), value diversity among our staff, members, volunteers, partners, vendors, and audiences. We recognize that talent is broadly distributed in society and that many perspectives enhance the quality of our work and drive innovation and impact.

We pledge to cultivate a workplace culture and climate that promotes inclusion, belonging, accessibility, and anti-racism; upholds equity; and values the participation of all who are engaged in advancing our mission. By embracing the values of diversity, equity, and inclusion in our programs, institutional policies and practices, and products, we will be able to better advise the nation on the most complex issues facing society and the world.

Equal Opportunity Employer:

It is the policy of the National Academies to recruit, hire, transfer, compensate, and promote people in all job categories and to administer all other personnel actions, terms and conditions of employment in a manner that is consistent with equal employment, and does not discriminate on the basis of race, creed, ethnicity, color, national origin, sex, sexual orientation, gender identity, age, religion, disability, medical condition for which a person has been rehabilitated or cured, marital status, family responsibilities, genetic information, political affiliation, personal appearance, matriculation, unemployment status, veteran status, or any other characteristic protected by applicable laws. It is also the institution's policy to recruit, hire, promote, and provide reasonable accommodation to qualified individuals with disabilities and covered veterans who are otherwise qualified.

Any qualification to be considered equivalent, in lieu of stated minimum, requires the prior approval of the Office of Human Resources.
The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Some functions in this description may be specific to a particular unit of the National Academies and not applicable to other units.

Job Family: