Helpdesk Technician

Position Description:   Position Summary The National Radio Astronomy Observatory (NRAO) is an exciting and prestigious research facility that plays a vital role in the study of the universe. The Observatory operates a variety of radio telescopes that span the globe, including the famous Very Large Array (VLA) in New Mexico, the Green Bank Telescope in West Virginia, the Very Long Baseline Array (VLBA), and the Atacama Large Millimeter/submillimeter Array (ALMA) in Chile. These telescopes are among the most advanced in the world, allowing astronomers to explore the universe in unprecedented detail.   The NRAO announces an opportunity for a full-time Helpdesk Technician to join the Observatory’s Helpdesk Team.   This position is based at the NRAO Science Operations Center (DSOC) is located in Socorro, NM, on the campus of New Mexico Institute of Mining and Technology (www.nmt.edu).     What You Will be Doing: Responsibilities will include, but are not limited to:   Providing in-person or remote technical support through email, phone and helpdesk ticketing system Helping 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 Performs routine technological systems support, maintenance, and testing Assists with the implementation of technology projects with moderate scope and impact Assists with the installation, standard configuration, and maintenance of computers Performs miscellaneous job-related duties as assigned Accepting, reviewing and acting on help desk tickets Pinpointing technical issues based on reported symptoms and diagnostic reports Using remote-control software to actively repair user issues Performing basic account management tasks, such as resetting passwords and adjusting key settings Training new employees or users on new software or repair processes Assisting with routine tasks, such as inventory management Creating and maintaining work logs that document customer interactions for all projects     Work Environment Work is typically performed in an office setting within a research or development environment.   Additionally, occasional travel, once permitted by Observatory policies and CDC guidance, may be required, e.g., visits to other NRAO/GBO sites, or conferences.   Who You Are:   You have an Associate’s degree in information technology, computer science or related field is required or equivalent combination of education and experience. While no prior experience is required, a high level of customer service and competency in Microsoft software products and web-based systems, Visio and SharePoint is required.     A successful candidate will have: A passion for helping people Background in customer service A curiosity for technology General interest in enabling access to information technology The ability to build and maintain strong working relationships Analytical and problem-solving skills High level of competency in Microsoft software products and web-based systems, Visio and SharePoint. A willingness to learn user support/helpdesk processes Basic troubleshooting skills with willingness to ask for help when needed An attention to detail and ability to maintain performance while managing competing priorities Highly organized Excellent communication skills     Eligibility You must be a U.S. citizen, possess a valid driver’s license, and be eligible to obtain a Common Access Card (CAC) and pass a basic background check. Observatory employees must be authorized to work in the United States.   Total Rewards:   Associated Universities, Inc. (AUI) offers a comprehensive total rewards package for this position, subject to eligibility requirements. We are committed to serving our employees and their families with an extensive and competitive compensation and benefits package that supports our employees’ overall well-being and career growth.   Compensation AUI strives to attract and retain dedicated, highly qualified, competent, and motivated employees by offering competitive compensation and recognition for performance.   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.   Benefits: AUI’s benefits package addresses the needs of employees and their families with most benefits beginning on the first day of employment. AUI provides excellent paid time off (13 holidays, annual accrual of up to 24 vacation days and 15 sick days, additional time off for doctor/dentist visits, and 8 weeks of paid parental leave). 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; we also offer an optional supplemental, tax-deferred plan for employee retirement contributions.   Application Instructions:   Select the “Apply Now” button. Please be prepared to upload your current CV/Resume and a cover letter describing interest and suitability for the position   Equal Opportunity Employer Statement:   AUI is an equal opportunity employer. To view our complete statement, please visit https://public.nrao.edu/careers/. If you require reasonable accommodation for any part of the application or hiring process, you may submit your request by sending an email to resumes@nrao.edu. PM20