Help Desk Technician - University Corporation for Atmospheric Research : Job Details

Job Description Summary:

The NCAR/UCAR Service Desk (NUSD) Technician provides front-line and tier II technical support for all users of NCAR/UCAR resources including desktop, compute, and data. This position diagnoses, researches, and resolves end-user issues in a friendly and timely manner, and escalates more complex incidents, as appropriate.

Position Details:

Visa Sponsored Job:

No

Relocation Assistance Eligible:

No

Job Location:

Boulder, Colorado

Position Type & Term:

Full time, Regular

Compensation Range:

Salary Range $52,657 - $65,821

* Final salary and rates are based on education, experience, skills relevant to the role.*

Application Notes

Application Deadline:

* This position will be posted until Friday, November 8th at 11:59 PM MT.

Required application materials: (preferably in PDF Format)

* Resum

* Questionnaire

Background Checks: Conducted for candidates selected for hire. Learn more.

Work Location: This position is full-time on-site (in-person) at our Boulder, CO locations (Mesa Lab and Foothills Labs). Regardless of flexible work arrangements, UCAR requires ALL positions to be performed within the U.S., excluding U.S. Territories. Visa sponsorship and relocation are NOT available.

What You Will Do

Here is a brief summary of what one would expect to be generally responsible for in this role.

Customer Support:

* Provide technical support to end-users for a range of UCAR/NCAR staff, NCAR research computing and data services. Diagnose, research, and resolve routine end-user issues in a timely manner using established protocols and troubleshooting; escalating as necessary. Categorize complicated technical questions to route calls effectively in a complex multi-unit environment with a wide range of technologies.

* Answer phone calls, work with walk-in customers, and troubleshoot tickets as they come in, with the support of the team. Maintain communication and monitor incidents through resolution.

* Set up new accounts in the user creation process with great attention to detail. Provide credentials to assist users in obtaining access to systems. Train customers on basic use of services and technologies.

* Assist supercomputer users from universities and within NCAR with account setup, logging in instruction, and configuration of two-factor authentication.

* Troubleshoot user difficulties in submitting requests for NCAR high-end computer and storage resources.

Technical Support

* Will image and deploy laptops and equipment according to procedures.

* Will support communications with all users of outages or service interruptions.

* Will need to meet users in person for deployments and collection of equipment.

* Will need to maintain and process returned items according to procedures.

Who We'd Love To Join Our Team

Successful candidates will ensure their application materials speak to the following criteria:

Education and Experience

* Associate's degree in computer-related field or an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

REQUIRED:

* Familiarity with MS Windows, MacOS, and/or Linux environments

* Ability to prioritize and execute tasks and meet deadlines.

* Excellent verbal/written communication skills and professional interaction.

* Patience and flexibility when responding to end-user needs and requests.

* Excellent interpersonal communication and customer service skills.

* Ability to work as an integral part of a team.

DESIRED, BUT NOT REQUIRED:

* Demonstrated ability to troubleshoot simple to complex user IT issues.

* Experience with troubleshooting and resolving computer hardware component issues and life cycle maintenance.

* Ability to organize, communicate, and explain technical concepts to end users and Services Delivery team.

* Skill in installation, upgrade, and maintenance procedures for MS Windows, MacOS, and/or Linux environments

* Knowledge of computer/network systems infrastructure standards (Microsoft, TCP/IP, DHCP, DNS)

Benefits Overview

UCAR affirms its commitment to employees through competitive benefits. In addition to medical, dental, vision, retirement, and life insurance, UCAR offers a variety of programs focused on work-life balance and professional, and personal development. These include:

* Tuition Assistance, time off allowance to attend classes, and other professional development opportunities

* UCAR contributes 10% of your eligible pay into your retirement account; 100% fully vested on day one

* Starting minimum accrual of 20 days of personal time off each year (prorated for less than full-time positions)

* 10 paid holidays

* 10 days of sick leave each year

* 12 weeks of paid parental leave

* Short-term medical leave paid at 100% of your regular salary

* EcoPass for local Colorado residents to use the Denver and Boulder-area transit system at no cost

Commitment to Diversity, Equity & Inclusion

Our organization is committed to creating a diverse, equitable, and inclusive work environment and fostering a culture where everyone feels welcome and supported. To learn more about these efforts, visit the Office of Diversity, Equity & Inclusion Strategic Plan and our Diversity & Inclusion: A Welcoming Workplace site.

Research shows that women and people of color are less likely to apply for a position if they do not meet almost 100% of the desired skills and experience. Please note this is not necessary! If you meet the minimum requirements and have a passion for the work, you are encouraged to apply. We can provide on-the-job training for the rest!

Commitment to Job Application Fairness

Applicants are not required to provide age or age-related information and may redact information related to age, date of birth, or dates of attendance at or graduation from an educational institution from any submissions during the initial application process.

Some Final Considerations

At UCAR|NCAR|UCP, you will work alongside a dedicated team of professionals conducting critical research and community outreach to solve complex Earth system science problems including climate change, air pollution, extreme weather, floods, drought, wildfires, and space weather, all with the goal of improving human life and reducing economic loss. Each of us, from scientists to the professionals who support their work, serves the public and a collaborative community of scientists in our mission to understand the complex processes that make up the Earth system, from the ocean floor to the Sun's core.

Flexible Work

At UCAR, we are committed to supporting our mission by giving staff the flexibility to find the schedule and location that works best to maintain their own work-life circumstances and reach their full potential as professionals. Many positions within our organization are eligible for fully on-site, hybrid, fully-remote and/or flexible work schedules.

Equal Opportunity Employer

UCAR is committed to providing equal opportunity for all employees and applicants for employment and does not discriminate on the basis of race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy. Whatever your intersection of identities, you are welcome at UCAR.

Export Control

All positions are required to comply with U.S. export compliance regulations work location requirements regarding access to facilities and research systems.

Visa Wait Times

Please consider the length of visa procurement when applying for this posting, understanding that you will not be able to begin employment until you are able to get a visa and enter the U.S.