Position Title: Windows PC Technician City: Durham State: NC Country: US Type: Regular Full-Time # of Openings: 1 Company Name: NIH - NSITES III
Overview:
In anticipation of a contract award, Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Tier II PC Technician to join our Service Desk Team. Our Service Desk Technicians provide expert, quick, collaborative, and professional Tier 2 technical support to scientists and administrative staff in an active environmental health research setting. In this role, you will serve as the customer’s primary point of contact and escalation point for incidents and service requests. You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance. Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels. Successful applicants can demonstrate their capacity to establish productive working relationships and effective communication with end users and teammates and to contribute ideas in support of quality and continual improvement goals.
**This position is associated with a Federal Contract and requires U.S. Citizenship or Green Card Holder to be considered.*
*This position requires the candidate to be on-site 5 days a week in Durham, North Carolina.*
What Youll do:
Managing systems through the hardware lifecycle from deployment through decommissioning.
Fulfilling equipment requests. (New Hire, Lifecycle, Break/Fix, etc.)
Maintaining and reporting on hardware inventory levels.
Working closely with the customer to recommend computer models and other hardware for purchase.
Maintaining a ready-use supply of equipment for rapid request fulfillment.
Point of delivery for all Mobile Devices (Cell Phones, iPads, MiFis)
Required knowledge and skills
1-3 years of Windows PC support experience with experienced Tier 2 level support a plus
Proficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and Teams
Strong analytical and problem-solving skills and ability to troubleshoot problems quickly
Strong interpersonal and customer service skills
Commitment to and compliance with the organization's policies and procedures
Excellent written and verbal communication skills
Abilities
Ability to work effectively with little supervision in cross-functional teams
Energy and passion to create new solutions and drive positive change
Ability to work in a fast-paced, team environment supporting 1600+ end-user
Nice to haves
Experience providing support to a large (>1000) community of Windows PC users
Documented Experience working in a scientific research environment is a plus
Experience supporting both Windows and Mac platforms is a plus
Experience documenting processes as Standard Operating Procedures (SOPs) and in a Knowledgebase format
Experience supporting customer remote access via VPN and Citrix
Working knowledge of Active Directory, GPOs, and local machine policies
Working knowledge of McAfee/ePO and BitLocker
Experience supporting user account information including rights, security, and systems groups
Experience supporting mobile devices such as iPhones and iPads
Salary Range:
Salary range is $45,000-55,000/year. The salary range for this position reflects a variety of factors that influence compensation decisions, including skills, experience, training, certifications, and organizational needs.
