Pay Grade: 28S

Context of the Job:

Under the direction of the Director, Computing Operations, The Computing Support Specialist I – Service Desk Technician provides tier-one and tier-two technical support for the National Institute for Innovation in Manufacturing Biopharmaceuticals (NIIMBL). The operation encompasses equipment distribution to all staff, providing a broad spectrum of essential and ancillary services, supporting research, laboratory equipment and ensuring the uptime of these systems is maximized. This operation is critical to the success of NIIMBL’s mission.

NIIMBL is a member of the Manufacturing USA network of institutes funded by the federal government to advance United States competitiveness in advanced manufacturing innovation. The Institute is established by a cooperative agreement with the National Institute of Standards and Technology (NIST) as a public/private consortium of a diverse set of members organizations, including industry, academia, non-profit organizations, state governments, and federal agencies. Institutionally, NIIMBL reports to the Vice President for Research, Scholarship & Innovation.

Major Responsibilities:

• The primary responsibility for the Computing Support Specialist I is to provide tier-one and tier-two technical support for all NIIMBL Staff.
• Support IT service desk operations for NIIMBL.
• Contribute to the design and customization of service desk issue tracking software.
• Provide regular updates to the Service Desk Lead on service desk operations, including reports on key metrics.
• Contribute to the design, customization, and deployment of system administration automation tools.
• Configure Windows-based servers and desktops.
• Assist users with hardware, software, and computer operations.
• Train, mentor, and provide guidance to colleagues and staff.
• Support research facilities in the AP BIO building.
• Assist with the IT planning, purchase, deployment, configuration, repairs, and operation of all NIIMBL administrative and lab computers.
• Work with the different NIIMBL teams to ensure projects with IT needs finish within specified deadlines.
• Assist with the setup, configuration, training, and ongoing support for Labware LIMS/ELN system.
• Monitor lab systems to ensure the highest possible up time of all NIIMBL lab equipment.
• Troubleshoot problems reported by users and external members.
• Analyze and isolate issues and offer solutions resulting in minimal service interruptions.
• Ensure all IT policies are enforced and followed to maintain security initiatives, including those implemented by NIIMBL. Including but not limited to, the University Data Governance and Security Program and CMMC 2 level 2 (NIST 800-171).
• Continually evaluate current technologies and investigate new technologies, making recommendations to management on enhancements to existing services and protocols.
• Performs job-related duties as assigned.

Qualifications:

• Bachelor’s degree and minimum of three years of experience, or equivalent combination of education and experience.
• Experience in help desk/desktop support required
• Experience working within a ticketing system required
• Experience with Windows 10/11 required.
• Experience with Linux/Unix systems required.
• Experience in Workgroups, Domain and Active Directory required.
• Experience with scripting languages preferred.
• Labware experience a plus.
• Must be a proactive, independent worker with good communication skills necessary to interact with a non-technical audience.
• Must have organizational skills to handle competing, ever-changing priorities.
• Project Management skills with the ability to prioritize, plan, and organize a work process, as well as the ability to analyze and solve problems and make administrative/procedural judgments.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.

SPECIAL REQUIREMENTS:

• Occasionally required to use personal protective equipment to prevent exposure to hazardous materials when entering laboratory spaces. 
• Ability to lift and move, with or without assistance, computer equipment and supplies weighing up to 50 pounds, dexterity to set up, operate and troubleshoot computers and associated peripherals.
• Use of personal transportation may be required to assist staff working remotely within tri-state area.