User Support Specialist

Active DOE Q or active Top Secret clearance is required for consideration.

We are hiring a Windows User Support Specialist to focus on Level 1 and Level 2 desktop support and Windows systems administration! This position is in the Support Services & Isolated Environments Group in the Research Computing Services Division, in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

• Provide Tier 1 and Tier 2 Desktop Support paired with basic Windows Systems Administration.
• Install, configure, and maintain Windows desktop systems both thin and thick clients, Storage, and familiarity with VMWare thin client deployments.
• Ensure the secure and effective operation of computing systems through compliance with ORNL classified procedures, IT Internal Operating Procedures, and Cyber Security best techniques.
• Work with other technicians to resolve hardware and software issues.
• Monitor system performance.
• Install and configure software, both commercial packages and various specialty packages.
• Maintain documentation/notes on software and hardware builds and installs.
• Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote equal opportunity by fostering a respectful workplace – in how we treat one another, work together, and measure success.

• A BS in computer science, information technology, information systems, business, or a related field of study and five (5) to seven (7) years of a proven ability is required for consideration. An overall combination of equivalent experience may be considered.
• Active DOE Q or active Top Secret clearance is required for consideration.
• Experience with Helpdesk ticketing systems and metrics tracking.
• Experience with various Windows Operating Systems.
• Experience managing a virtualized environment including tuning and maintenance.
• General experience with the Windows Server Platform.
• Basic understanding of network communication and proven troubleshooting techniques.

• Strength in documenting work, policies, and procedures.
• Solid understanding of multiple current operating systems.
• Demonstrated ability to perform job tasks while considering cyber security risk of those tasks and collaborating with security professionals when necessary.
• Ability to work in both a group and alone on various projects.
• Excellent interpersonal skills suitable for user support and ability to work well with peers.

• Visa sponsorship is not available for this position.
• This position requires the ability to obtain and maintain clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program.

As a U.S. Department of Energy (DOE) Office of Science national laboratory, ORNL has an impressive 80-year legacy of addressing the nation’s most pressing challenges. Our team is made up of over 7,000 dedicated and innovative individuals! Our goal is to create an environment where a variety of perspectives and backgrounds are valued, ensuring ORNL is known as a top choice for employment.

These principles are essential for supporting our broader mission to drive scientific breakthroughs and translate them into solutions for energy, environmental, and security challenges facing the nation.

ORNL offers competitive pay and benefits programs to attract and retain individuals who demonstrate exceptional work behaviors. The laboratory provides a range of employee benefits, including medical and retirement plans and flexible…