IT Help Desk Coordinator-302919

Description

The IT Help Desk Coordinator for the National Nuclear Security Administration (NNSA) provides comprehensive IT support and engages closely with customers daily. Effective communication with an emphasis on confidentiality, discretion, flexibility, and professionalism is essential. Key responsibilities include maintaining relationships with all IT units for effective service delivery, interfacing with M&O contractors on IT matters, and conducting end-user satisfaction surveys to develop improvement plans. Additional duties include troubleshooting computer support issues, training users, managing IT equipment, and performing administrative and technical IT tasks, all while supporting government and contractor employees at the DOE Savannah River Site (SRS) in Aiken, SC.

Requirements

• Troubleshoot computer support issues, applying understanding of software and hardware products to resolve user problems.
• Handle calls and emails from users regarding software, hardware, programming languages, email, or operating systems issues. Diagnose problems and guide users through problem-solving steps.
• Build and deploy computer systems including image management and equipment sanitization.
• Write or revise user-training manuals and procedures.
• Work with the Government Task Manager to manage budget and procure IT equipment to maintain inventory.
• Develop status reports and handle other administrative or technical IT duties as assigned.
• Procure mobile devices (iPhone, iPad) for new hires or as replacements, and reconcile monthly Verizon bills.
• Respond to IT requests within a one-day timeframe and perform monthly IT equipment inventory.
• Onboard new hires at Savannah River Field Office (SRFO) and Acquisition and Project Management Offices (APMO) by setting up IT equipment.
• Compile weekly accomplishment reports for SRFO management.
• Maintain Federal Manager calendar, action item log, leave calendar, and property pass spreadsheets.
• Maintain and update the Assistant Manager for Safeguard and Security (AMSS) SharePoint site.
• Set up WebEx/Teams meetings, manage correspondence in eDocs, and ensure S&S team training and certifications are current.
• Attend daily staff, weekly all-hands, weekly security, weekly cyber/IT discussion, and bi-monthly SRPPF SecDIT meetings.

Knowledge, Skills and Abilities:

• Excellent command of English and strong communication skills for conveying detailed technical data.
• Ability to prepare coherent, grammatically correct, effective, and professional written reports and correspondence.
• Demonstrates ethics, responsibility, confidentiality, professionalism, punctuality, dependability, and organizational skills.
• Proficient in advanced mathematical functions, knowledgeable about circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Can ascertain compliance with procedures and technical specifications.
• Strong problem-solving skills, capability to prioritize work, collaborate with diverse groups, and meet deadlines.
• Manages multiple projects simultaneously and presents material effectively both orally and in writing.

Clearance:

• Must possess (or be able to obtain) a "Q" level security clearance.

Education:

• High School Diploma or GED.

Experience:

• 7 years of IT support experience in lieu of formal education.

Certification:

• CompTIA A+ certification (preferred).

Benefits

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental

• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.