IT End-User/Technical Support

The IT End-User/Technical Support role supports a federal government agency by providing Tier 1 and Tier 2 assistance for hardware, software, and operating system environments. The position is based onsite in Destrehan, LA and includes troubleshooting, systems support, network enclave implementation for scientific instrumentation, and IT asset management.

Location and Employment Details

• Work location: In person (Destrehan, LA)
• Job type: Full-time
• Salary: USD 65,000 - 75,000 per year

Key Responsibilities

• Identify and resolve a wide variety of issues involving computers, equipment, and software, including large and small-scale problems, within 1 to 2 hours daily
• Implement and configure a network enclave for scientific instrumentation in a laboratory environment, coordinating with scientific instrument vendors and advising customers on optimal solutions for scientific data and workflows
• Immediately isolate the source of deeply embedded or wide-scale problems and mobilize appropriate technical resources to support resolution
• Support data structures and connectivity, domain structure, Active Directory group policies, security groups, and perform software patching using configuration support toolsets to help maintain system uptime and data availability
• Provide Tier 1 and Tier 2 client-based services, including account creation, password recovery resets, account object deletion, and service request creation
• Troubleshoot, diagnose, and resolve failures across hardware, software, operating systems, and data communications to maximize user effectiveness and efficiency
• Develop or adapt user guides and training materials for customer use across defined service areas
• Apply understanding of systems and applications during implementation and modification to improve operational effectiveness
• Provide client education using IT equipment, systems, and applications
• Support IT Asset Management, including owned or leased computer equipment and other property tied to client IT functions, developing and recommending property accounting methods for effective controls, ensuring proper utilization of computer property, recommending purchase strategies, and supporting lifecycle disposition of surplus equipment

Required Qualifications

• 5+ years experience in end user/technical support
• 5+ years experience in a Tier 1 and Tier 2 support environment
• 5+ years experience troubleshooting hardware/software problems
• 3+ years proficiency in Linux operating systems, including hands-on experience with system administration tasks and the ability to navigate and troubleshoot in Linux environments
• 3+ years experience supporting data structures, connectors, domain structure, Active Directory group policies, and security groups
• 3+ years experience applying software patching using configuration support toolsets
• 2+ years experience developing user guides and training materials
• 2+ years experience in IT Asset Management
• Bachelor’s Degree: strongly preferred
• Successful completion of a background check is required

Relevant Technologies

• Linux
• Active Directory
• Active Directory group policies
• Security groups

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Education

Bachelor’s Degree is strongly preferred.

Work Location Preference

This role is onsite.