IT Support Technician I

Job Description

IT Support Technician I | Battelle

The Tone:
This is a full-time, hybrid role at Battelle, with flexible in-office and remote work components. Battelle is a leading research and development organization that delivers critical services and innovative solutions for a diverse range of clients, from multi-national corporations to government agencies and small start-ups. This IT Support Technician I role is crucial for ensuring the smooth operation of IT services by providing essential technical support and assistance to users within the organization, directly enabling brilliant minds to solve humanity’s most pressing challenges through scientific and technological discovery.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid (Flexible)

• Mission: Provide technical support and assistance to users, troubleshooting hardware, software, and network issues to ensure smooth IT service operation.
• Tech Stack: ServiceNow

What You’ll Actually Do
• Support: Respond to user inquiries and deliver technical support via phone, email, or in-person, always ensuring a positive customer support experience.
• Troubleshoot: Diagnose and resolve a range of hardware issues, including PCs, mobile devices, and desktop phones, as well as software issues with business applications and desktop software. Additionally, diagnose and resolve network issues, covering wired, wireless, and VPN connectivity.
• Deploy: Assist with the setup and deployment of new PCs, tablets, and phones for users across the organization.
• Document: Maintain accurate and detailed records of issues and their resolutions within the IT Service Management system, such as ServiceNow.
• Update: Update Service Desk work instructions, which are vital for informing efficient incident analysis and resolution processes.

The Must-Haves
• Background: Hold an Associate’s degree in Information Technology, Computer Science, or a closely related field. Alternatively, possess relevant certifications such as CompTIA A+ or Network+. An equivalent combination of education, certification, and practical experience will also be considered.
• Experience: Demonstrated proficiency in providing technical support and effectively troubleshooting common hardware, software, and network-related issues. Ability to assist with device setup and deployment, and maintain accurate records in an IT Service Management system.
• Skills: Strong diagnostic and problem-solving skills for hardware, software, and network issues; excellent customer support and communication abilities; proficiency in maintaining accurate documentation within an IT Service Management system.