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Support Specialist (On-site)

Saugerties, NY

Salary Range: $60,000 - 80,000

Compensation may vary outside of this range depending on several factors, including a candidate's qualifications, skills, competencies, experience, and location.

Mission/Purpose:

Responsible for the availability and operational delivery of Vacuum Technology Business Area (VT BA) IT systems and services at VT BA site facilities NASA to the agreed levels of service, taking account of the changing, or variable, demands of the business and seeking continuously and proactively to improve services in the most cost-effective and timely manner.

Ownership and responsibility for the ongoing local support and maintenance of existing cross platform applications and systems NASA within the responsibility of the global VT BA IT infrastructure organisation. In detail this means effective and efficient local operation of the NASA infrastructure including servers, server applications, client infrastructure, implementation and support of IT LAN/WAN, telephony and telecommunications equipment.

Main Responsibilities:

• Responsible for end user assistance for hardware, software, operating system, and other personal computer related support requests.
• Assignments may be complex in nature where judgment and initiative are required in resolving problems and making recommendations.
• Troubleshoot, diagnose and resolve PC related failures and initiate corrective action as necessary.
• Responding to and solving complex technical problems escalated from the global ServiceDesk.
• Participate in the development, implementation, adherence and enforcement of corporate PC hardware and software standards and associated PC policy.
• Maintain VT BAs standard images for approved systems, working with internal teams and external suppliers to maintain a library of authorized images and related implementation documentation.
• Develop and maintain VT BA's environment documentation and solutions/knowledge database.
• Coordinate third party support as required.
• Provide cross platform infrastructure support for core systems: LAN / WAN infrastructure, Windows servers, as part of the Global IT Support VT BA.
• Perform routine server backup tape handling and management duties.
• Travel to other VT BAs offices NASA, often at short notice to provide technical support, installation services or general proactive maintenance/research tasks as required.
• Participate in IT projects as required.
• May at times be expected to work beyond or outside normal hours of duty to recover systems from major failure or to perform upgrades, often at short notice.

Scope:

• Responsible for end user assistance for hardware, software, operating system, and other personal computer related support requests.
• Assignments may be complex in nature where judgment and initiative are required in resolving problems and making recommendations.
• Troubleshoot, diagnose and resolve PC related failures and initiate corrective action as necessary.
• Responding to and solving complex technical problems escalated from the global ServiceDesk.
• Participate in the development, implementation, adherence and enforcement of corporate PC hardware and software standards and associated PC policy.
• Maintain VT BAs standard images for approved systems, working with internal teams and external suppliers to maintain a library of authorized images and related implementation documentation.
• Develop and maintain VT BA's environment documentation and solutions/knowledge database.
• Coordinate third party support as required.
• Solve issues in accessing the Oracle environment
• Provide cross platform infrastructure support for core systems: LAN / WAN infrastructure, Windows servers, peripherals (specialist printers, scanners etc.) of the oracle environment as part of the IT Support VT BA.
• Support server environment VT BA including administration of underlying virtualization layers VMWare and Hyper V following the agreed operation procedures.
• Perform routine server backup tape handling and management duties.
• Participate in global IT projects as required.
• May at times be expected to work beyond or outside normal hours of duty to recover systems from major failure or to perform upgrades, often at short notice.
• Responsibility for availability and user support within NASA for the following architectures:
• Desk/laptop hardware deployment, maintenance and applications.
• LAN cabling.
• Network infrastructure (switches, Wi-Fi, printers etc).
• Manufacturing systems and peripherals support
• File and print servers.
• Intranet / internet access and usage.
• WAN data communications.

Skills, Knowledge, Experience:

• 3 years' experience server operations in a global environment
• 2 years' experience in operating virtual server environments based on Microsoft HyperV and VMWare.
• 2 years knowledge of Microsoft Active Directory operations including Users and Computers, Sites and Service, Domains and Trusts, Group Policy management and IP address management (DHCP).
• Proven track record of developing and implementing IT strategy and Plans
• Customer Service Skills (Interaction with end users).
• ITIL process and project management knowledge.
• Personal Computer hardware and software - communications protocols, problem diagnostics and repair, image builds, deployment.
• Strong knowledge of Microsoft Office Products (Installations and troubleshooting).
• LAN cabling and patch management.
• Desktop client security - anti-virus and OS patch management.
• Networking base knowledge (LAN and Wi-Fi) - TCP/IP and networking troubleshooting.
• Peripheral support (printers and scanners).
• Excellent communication skills - written and verbal (English).

Benefits Summary:

Medical, Dental, Vision, 401k with Company Match, Paid Vacation, Paid Floating Holidays, Tuition Reimbursement, Training and Development, Parental Leave, Disability Benefits, Life and AD&D Insurance

Diverse by nature and inclusive by choice.

Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging. Women encouraged to apply.

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