Information Technology Support Associate

Overview

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The Information Technology Support Associate works onsite and forms part of the globally distributed End-User Support team, supporting all day-to-day operational requests. The role assists in the design, build, implementation, and maintenance of NOIRLab’s information technology systems and operations, including ticket handling, system documentation, end-user hardware and software deployment, and general support. This position requires the ability to assess and assist customers with organizational needs.

Provides the primary IT end-user support, responding to helpdesk tickets and interacting directly with NOIRLab Staff.

• Assists with testing and validation of system designs and enhancements.
• Contributes to the design and definition of standards, processes, and procedures by which NOIRLab’s information technology systems conform and operate.
• Provides primary support via service desk platform for Linux, Mac, and Windows end-user computers, video conferencing equipment and rooms, and initial support for virtualization, network, and storage systems.
• Assists in defining end-user equipment standards and follows through on purchasing and delivering end-user devices that adhere to those standards.
• Supports execution of initiatives in system capacity planning, performance analysis, and tuning.
• Provides project assistance with consultation and execution of delivering technological innovation to the observatory and/or support successful and sustainable ongoing operations.
• Possesses an awareness and knowledge of new technologies, systems, methods, and processes and channels this information throughout ITOps to pursue system innovation, efficiency, stability, and scalability.
• Assists with technical documentation of system designs and architecture.
• Utilizes processes, procedures, checklists, best practices, and presentations. Observes change/configuration control systems.
• All AURA employees are responsible for the proper management and control of all AURA property within their work area, including reporting any known missing, stolen, or non-working property to their supervisor or the AURA Property Officer.
• Responsible for ensuring compliance with government award terms and conditions assigned to this position or subordinates of this position.

• Other duties as assigned

• Bachelor’s degree in computer science, related field, or equivalent experience.
• 2-3 years of experience in enterprise-scale information technology support (Linux, Mac, Windows, virtualization, network, and storage systems).
• Current professional/technical certifications in support of their primary disciplines (ITIL, CompTIA, CCST).
• Experience with customer service desk systems and methodologies.
• Working knowledge of enterprise-scale storage, virtualization, and networking technologies and the ability to provide related support and integration.
• Knowledge of industry-standard platforms and the ability to provide integration and support for Windows, Mac, and Linux server/client platforms.
• Ability to communicate and work well with customers and stakeholders.
• Ability to work independently and as part of a team.
• Strong problem-solving skills in identifying root causes and offering solutions.
• Able to do multiple tasks/projects simultaneously.
• Able to work with continual deadline pressure, handle technical issues, and provide timely solutions.
• Possess skills and background related to supporting enterprise-scale information systems.
• Possess the ability to assist with complex projects.
• Must have a valid Driver’s License; clean driving record; ability to drive a 4-wheel drive vehicle.

• Knowledge of Spanish is a plus

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger,…