IT OPERATIONS HELP DESK TECHNICIAN

Full-time. $18.00 an hour. Blue Cross and Blue Shield of Alabama medical, prescription, dental and vision insurance. Vacation and holidays. 401k retirement. The purpose of this IT Operations Help Desk position is to provide first-line technical support to USSRC users by troubleshooting hardware, software, account, and connectivity issues, resolving routine requests, and escalating complex problems as needed.

RESPONSIBILITIES

Essential Functions

• Serve as the first point of contact for employees requesting technical assistance with computers, software, user accounts, printers, peripherals, network connectivity, and other supported technology.
• Receive, document, prioritize, track, and resolve support requests in accordance with established procedures and service expectations. Maintain accurate records of reported issues, troubleshooting steps, resolutions, and escalations.
• Install, configure, test, deploy, maintain, and troubleshoot:
  • Desktop and laptop computers
  • Windows and Mac operating systems
  • Approved business applications
  • Printers, scanners, and printing services
  • Monitors, docking stations, keyboards, mice, and other peripherals
  • Network adapters and basic wired or wireless connectivity
• Perform initial diagnosis of hardware and software issues using established troubleshooting procedures.
• Provide basic user-account support, including password resets, account access assistance, troubleshooting permissions, and multifactor-authentication support, in accordance with approved security procedures.
• Assist users with Microsoft 365 applications, email, file access, collaboration tools, and other approved systems.
• Prepare equipment for new employees and replacement deployments, including OS and software installation, security updates, peripheral setup, testing, inventory documentation, and delivery.
• Perform routine workstation maintenance, including operating-system updates, application updates, equipment inspections, malware scans, and other approved preventive-maintenance tasks.
• Support the Center’s IT security posture by following security policies, protecting confidential information, identifying suspicious activity, and promptly reporting suspected cybersecurity incidents.
• Escalate incidents that exceed authority, technical knowledge, or established resolution timeframes.
• Communicate professionally with users throughout the support process, provide timely status updates, confirm resolution, and promote a positive customer-service experience.
• Assist with maintaining accurate hardware, software, licensing, and peripheral inventory records. Report damaged, missing, obsolete, or unsupported equipment to the appropriate supervisor.
• Create and maintain user-facing instructions, troubleshooting guides, and internal knowledge-base documentation for common technical issues and procedures.
• Complete assigned tasks accurately and promptly, comply with departmental standards, and perform other related duties as assigned by IT leadership.

Supervisory Responsibilities:

• Level of Supervision: None

Travel Required: No

QUALIFICATIONS

Education

High school diploma or G.E.D. required.

Experience

• At least one year of hands-on experience supporting Windows and Mac operating systems and computer applications, or an equivalent combination of education and experience.
• Familiarity with Microsoft 365, Windows user accounts, security camera systems, wireless networks, and point-of-sale systems. Experience installing, configuring, and troubleshooting PC hardware and software is required.
• CompTIA A+ certification is preferred as evidence of computer hardware knowledge.
• Demonstrated initiative, self-motivation, and a strong willingness to learn new technologies, develop technical skills, and adapt to changing support needs.

OTHER REQUIREMENTS

• Walking, and climbing (stairs) to access other departments and buildings.
• Climbing and working on ladders to mount and or install equipment or cable.
• Sitting for long periods of time (4-8 hours) at desk.
• Carrying and lifting equipment and supplies up to 50lbs waist high.
• Bending, kneeling, reaching to store/retrieving supplies, repair equipment.
• Sight, reading, wrist movements, feeling to operate computer terminal, repair computer equipment, handle documents.
• Talking, hearing to instruct employees, and communicating with service providers in person and over the telephone.
• This position involves working in a climate-controlled office environment and some occasional work tasks that will be outdoors.

WORK ENVIRONMENT

Expected Hours of Work

Regular work hours are Tuesday through Saturday, 8:00 a.m. to 5:00 p.m. This position may be required to provide after-hours, weekend, and holiday support for critical infrastructure outages, cybersecurity incidents, emergency response activities, and approved maintenance activities, with such support coordinated in advance whenever practical and scheduled in consultation with the Director of Information Technology.

DISCLAIMERS

The U.S. Space & Rocket Center is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, or veteran status.

Duties and Responsibilities May Change With or Without Notice

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.