Scientific Support Engineer (Citizens Only)

About this Position:

Job Title: Scientific Support Engineer

Responsibilities: • Provide leadership and guidance to a team of IT scientific support engineers, including assigning tasks, monitoring performance, and providing coaching and mentorship. • Serve as a subject matter expert and provide advanced technical support and troubleshooting for complex desktop and end-user computing issues. • Analyze recurring desktop support issues to identify root causes and implement solutions to prevent future incidents. • Maintain accurate and up-to-date documentation of scientific support processes, procedures, and troubleshooting steps to facilitate knowledge sharing and improve efficiency. • Subject Matter Expert in Windows, Mac, and Linux enterprise computing in an Active Directory domain environment as well as ITB’s Windows, Linux, and Mac system management tools. • Familiarity with conference room AV equipment and infrastructure. • Familiarity with virtualization platforms. • Familiarity with networking hardware and software such as DHCP, Subnet, DNS, VLAN, wireless and LAN (local area network). • Familiarity with VoIP, fax, Muti-function copiers, large format printers, and other common IT peripherals.

Qualifications: • 6+ years of relevant, applicable professional experience. • Experience with small team leadership. • Experience with managing customer expectations and delivering the highest quality customer service. • Subject Matter Expert in Mac, Windows and Linux operating systems. • ServiceNow expertise for queue management and ticket fulfillment. • Experience in scientific computing end-user environment. • Advanced knowledge and expertise in supporting scientific researchers and their specialized systems and equipment. • BS/MS/PhD degree from an accredited college with an Engineering or Applied Science major or equivalent.