Help Desk Specialist Trainee

Berkeley Lab's IT Division is hiring a Help Desk Specialist Trainee to support the Lab's scientific and operational missions. This role involves providing technical assistance via phone, remote tools, and various communication channels. As the main contact for IT Services, the Help Desk interacts daily with a diverse range of staff and requires familiarity with a wide range of technologies.

Under the Help Desk Team Lead, the trainee will handle support requests, perform Tier 1 triage, and resolve issues or escalate complex ones. They will troubleshoot operating systems (Mac, Windows, ChromeOS, iOS, Android), software, and printing issues, support core infrastructure software, and help maintain a knowledge base. The role also includes assisting in projects, customer outreach, and scheduling under senior staff supervision.

What You Will Do:

• Support institutional services such as account management, network file and print services, Google Apps (mail, calendar, drive, sites), and marketplace applications via chat, ticket, and phone.
• Assist with cybersecurity procedures and tools, including isolating vulnerable computers and managing firewalls, antivirus, and anti-spyware tools.
• Address problems of limited scope, using defined practices and policies to select methods and techniques.
• Install, configure, and troubleshoot issues with remote access software (FastSupport, Zoom).
• Perform initial troubleshooting for Mac and PC hardware, operating systems, mobile devices (Android, iOS), and network connectivity.
• Manage tickets (creation, progression, assignment, closure), draft Help Desk processes, and contribute to knowledge base documentation.
• Collaborate with stakeholders on projects of limited scope under mentorship.

What is Required:

• Some experience in PC and Mac support and customer service.
• Strong written, oral, and interpersonal communication skills.
• Knowledge of office productivity applications (spreadsheets, databases, graphics, word processing, presentation software, email, and calendaring).
• Familiarity with Windows and Mac OS, iOS, and Android.
• Understanding of third-party software for utilities, disk management, and security.
• Knowledge of Windows domain concepts (Active Directory, OU management).
• Understanding of networking protocols and Google Workspaces.
• Familiarity with video conferencing (Zoom, Google Hangouts) and remote access systems (VPN, RDP, VNC, SSH).

Notes:

• This is a full-time 1 year, term appointment with the possibility of extension or conversion to Career appointment based upon satisfactory job performance, continuing availability of funds and ongoing operational needs.
• This position is expected to pay $31.74-$38.80 per hour, which fits into the full hourly range of $28.22-$47.62 per hour. The hourly rate for this position will be commensurate with the final candidate's qualification and experience, including skills, knowledge, relevant education, certifications, and aligned with the internal peer group.
• This position may be subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.
• Work will be performed as full-time telework. Individuals must reside within 150 miles of Berkeley Lab.

Want to learn more about working at Berkeley Lab? Please visit: careers.lbl.gov

Berkeley Lab is committed to inclusion, diversity, equity and accessibility and strives to continue building community with these shared values and commitments. Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. We heartily welcome applications from women, minorities, veterans, and all who would contribute to the Lab's mission of leading scientific discovery, inclusion, and professionalism. In support of our diverse global community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.

Equal Opportunity and IDEA Information Links: Know your rights, click here for the supplement: Equal Employment Opportunity is the Law and the Pay Transparency Nondiscrimination Provision under 41 CFR 60-1.4.