IT Systems Support – level 3

Title: IT Systems Support – level 3

Duration: Full-Time – Direct Hire

Location: Corvallis, OR

Job Description

Reporting to the Helpdesk Supervisor, the IT Systems Support – level 3 position works collaboratively with all departments throughout the organization to ensure the smooth operation of IT related equipment and software. This position is expected to follow through on support requests, changes, and projects as necessary to ensure customer support standards are met or exceeded.

Essential Duties & Responsibilities

• Identifies and procures the hardware and software needed to satisfy user requirements
  
• Installs hardware and peripheral components such as monitors, keyboards, printers and disk drives.
  
• Loads appropriate software packages such as operating systems, networking components and office applications
  
• Assists in the customization and adaptation of existing programs to meet user requirements.
  
• Provides telephone, in-person and online support to end-users.
  
• Coordinates support activities within the Information Technology group. This may include server, networking, and security related activities.
  
• Provides updates, status and completion information to supervisor, manager, and/or users, via voice mail, e-mail or in-person.
  
• This position serves as an escalation point for more complicated support requests.
  
• Assists with coverage of the support desk as needed.
  
• This position is expected to take the lead on assigned projects and coordinate with other parties as needed to drive completion.
  
• Performs other duties as assigned.
  

Core Competencies

• To perform the job successfully, the individual should demonstrate competencies in performing the essential functions of this position by performing satisfactorily in each of these competencies.
  
• Problem solving: Identifies and resolves problems in a timely manner, gathers and reviews information appropriately. Uses own judgment and acts independently; seeks input from other team members as appropriate for complex or sensitive situations.
  
• Oral/written communication: Listens carefully and speaks clearly and professionally in all situations. Edits work for accuracy and clarity, Is able to create, read and interpret complex written information. Ability to develop strong interpersonal networks within the organization.
  
• Planning/organizing: Prioritizes and plans work activities, organizes personal and project timelines and deadlines, tracks project timelines and deadlines, and uses time efficiently.
  
• Adaptability: Adapts to changes in the work environment, manages competing demands and is able to deal with frequent interruptions, changes, delays, or unexpected events.
  
• Dependability: Consistently on time and at work, responds to management expectations and solicits feedback to improve performance.
  
• Team Building: Capable of developing strong interpersonal networks and trust within the organization. Leads consensus by involving all stakeholders, facilitating their understanding of differences, agreeing on requirements and constraints, and developing the best solution.
  
• Safety Culture: Adheres to the NuScale Safety culture and is expected to model safe behavior and influence peers to meet high standards.
  
• Quality Assurance: Demonstrates understanding and implementation of quality assurance regulations, standards and guidelines of 10 CFR 50 Appendix B, 10 CFR 21, and NQA-1.
  

Requirements

• Required Skillsets & Qualifications
  
• Education/Certification: A minimum of a 4-year degree in an IT related field is required. Alternatively, candidates with a 2-year degree plus an additional 4 years (10 total) of applicable full-time work experience, or no degree and an additional 6 years (12 total) of applicable full-time work experience may be considered in lieu of the minimum degree.
  
• Experience: A minimum of 6 years of full-time, highly applicable working experience is required with a 4-year degree.
  

Must Have

• Windows client support 7/10/LTSB/LTSC/SAC *One or more Windows OS
  
• 3 wireless networks
  
• Understanding of layer 2 switching
  
• Two factor VPN
  
• Windows server 2008/2012/2016/2019
  
• Active Directory user administration
  
• Exchange user administration
  
• IP telephony - adds/moves/changes/conference systems/media bridge.
  
• Basic understanding of security principals
  

Preferred skills

• Disk imaging products
  
• Endpoint backup products
  
• Understanding of User Access Control *Required
  
• Phone support - iPhone, Android, UEM, Apple DEP, KNOX
  
• Limited support - iMac, MacBook, iPad
  
• Limited support - Unix, Linux
  
• Industry Requirements: Eligible to work under Department of Energy 10 CFR Part 810.
  
• Ability to understand and communicate clearly using a phone, personal interaction, and computers.
  
• Ability to learn new job functions and comprehend and understand new concepts quickly and apply them accurately in a rapidly evolving environment.
  
• The employee frequently is required; to sit and stand; walk; bend, use hands to operate office equipment; and reach with hands and arms. Ability to lift ten to fifteen pounds.