Embedded IT Support Engineer

  • Lawrence Berkeley National Laboratory
  • Berkeley, CA, USA
  • Nov 09, 2020
[Information Technology]

Job Description

The Information Technology (IT) Division at Berkeley Lab is hiring an Embedded IT Support Engineer to work directly with one or more of Berkeley Lab s Scientific Research Divisions, providing IT support and services to researchers, staff, and students. The Engineer will help users resolve issues by troubleshooting problems of moderate scope, identifying appropriate solutions, and implementing solutions in accordance with established procedures and best practices. In all activities, the Engineer will work closely with other local and Embedded technical personnel to develop services that are reliable, well-suited to the needs of the users, and which integrate with available IT Division services.What You Will Do:*Provide support for the scientific and production environment including integration and maintenance of data analysis, data acquisition and instrument control applications and/or Lab support environment.*Provide analysis and consulting support to customers to determine hardware, software or system requirements and apply the results of this analysis to the acquisition and deployment of a computing infrastructure that meets customer requirements.*Work with customers to identify, troubleshoot, and resolve problems and issues of a moderate scope dealing with computers, software, operating systems, and peripherals.*Provide and install hardware, including desktops, laptops, printers, scanners, tablets and smartphones.*Provide video conferencing and A/V support, including deploying and maintaining equipment, setting up meetings, and training users.*Provide support and direction for using Lab institutional services (e.g., mail, calendar, backup, AV).*Participate in process improvement projects, including the evaluation, selection, and integration of new services as well as improvements in efficiency and effectiveness of current processes.*Maintain complete and accurate records of all support requests and incidents and customer activity in the ServiceNow and other ticketing system.Additional Responsibilities as needed:*Install, configure, and maintain on-premises and cloud-based server and storage infrastructure.*Promote and educate users regarding available Science IT services, including computing, storage, data protection, and technical consulting.*Promote and demonstrate effective cyber security practices.*Participate and occasionally lead group meetings, peer group technical data exchange and process improvement teamwork with customers to identify, troubleshoot, and resolve issues and problems of moderate scope that deal with computers, software, operating systems, and peripherals.*Review developing technology trends, and evaluate and provide recommendations on new equipment and applications.What is Required:*Bachelor s Degree and a minimum of 2 year experience in a professional IT environment or an equivalent combination of education and experience.*Experience managing and troubleshooting operating systems including Windows, macOS, ChromeOS, Linux, iOS, and Android.*Experience managing and troubleshooting workstation and mobile systems, printers, and related peripherals and equipment.*Experience using videoconferencing platforms, such as Zoom, Webex, and ReadyTalk.*Experience setting up and troubleshooting A/V equipment, including video displays, projectors, microphones, digital signage, and speaker systems.*Knowledge and troubleshooting experience with TCP/IP networking protocols (wired and wireless) and other equipment standards such as USB, SATA, RAID, PCIe, and NVME.*Working knowledge of remote access hardware and communication protocols (eg VPN, SSH, VNC, RDP).*Familiarity with system maintenance and management tools, including disk management, BIOS, RAID tools and command line diagnostics.*Working knowledge of Microsoft Active Directory, including Group Policy Objects, organizational hierarchies, security, authentication and account management.*Excellent organization and time management skills.Desired Qualifications:*Bachelor s Degree and 4 years of experience in a professional IT environment or an equivalent combination of education and experience.*One or more technical certifications, such as CISSP, Linux Professional Institute (LPI), CompTIA A+, Microsoft MCSE, Dell or Apple technician, and Cisco CCNA, or an equivalent combination of education and experience.*Experience in software or web site development.*Experience with system configuration and deployment tools, such as SCCM, BigFix, MDT and JAMF.*Experience with configuring SMB/CIFS shares and NFS mounts.*Knowledge of Microsoft Windows Server 2012 or above.*Knowledge of ticket tracking and time tracking systems.*Experience performing Windows, Mac, or Linux sysadmin duties.*Experience managing Active Directory objects.*Experience creating or using bash, cmd or powershell scripts for automation of routine administrative functions.*Previous experience supporting users in a research environment.*Project management skills.Notes:*This is a full-time, 2 year Term appointment with the possibility of extension for up to 5 total years or conversion to Career appointment.*This position will be hired at a level commensurate with the business needs and the skills, knowledge, and abilities of the successful candidate.*This position may be subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.*Work will be primarily performed at Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA.Equal Employment Opportunity: Berkeley Lab is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. Berkeley Lab is in compliance with the Pay Transparency Nondiscrimination Provision under 41 CFR 60-1.4. Click here to view the poster and supplement: "Equal Employment Opportunity is the Law."Lawrence Berkeley National Laboratory encourages applications from women, minorities, veterans, and other underrepresented groups presently considering scientific research careers.
Associated topics: client support, desk, edi, excel, help desk, information technology help desk, msword, support, system support, technical support specialist