Help Desk Technician
Savannah River National Laboratory
Summary
The help desk technician is responsible for working directly with lab staff to provide basic technology support.
Job description
Responsibilities
- Answer incoming support requests, log tickets in a service desk platform (e.g., SolarWinds), and track issues from open to resolution.
- Install, configure, troubleshoot, and repair desktop/laptop computers, mobile devices, printers, scanners, and standard business applications (Windows, macOS, Microsoft 365).
- Handle password resets, account lockouts, user onboarding/offboarding, and basic Active Directory (AD) or Azure/Entra ID permissions.
- Diagnose root causes and escalate complex, unresolved, or high-impact network/server issues to Tier 2/Tier 3 engineering teams.
- Write and update internal knowledge base articles, FAQ guides, and step-by-step troubleshooting logs.
- Performs other duties as assigned.
Qualifications
Minimum Qualifications:
- Bachelor's Degree and 0-3 years of relevant experience OR an associate's degree with 4 years of relevant experience. 8 years of relevant experience will also be considered in lieu of a degree.
- Proficiency in Windows and macOS administration.
- Understanding of TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.
- Familiarity with ticketing systems, endpoint management (Intune, SCCM, JAMF), and productivity suites (Microsoft Office 365).
- Ability to translate complex technical jargon into plain, patient language for non-technical users.
- Calm demeanor when assisting stressed or frustrated end-users.
- Ability to prioritize urgent system outages against routine day-to-day requests.
Preferred Qualifications:
- Experience in a customer service, call center, or help desk setting.
- Familiarity with troubleshooting common PC hardware problems.
- Ability to work responsibly with or without direct supervision.
Requirements
- Bachelor's Degree and 0-3 years of relevant experience OR an associate's degree with 4 years of relevant experience; 8 years of relevant experience considered in lieu of a degree
- Proficiency in Windows and macOS administration
- Understanding of TCP/IP, DNS, DHCP, VPNs, and wireless connectivity
- Familiarity with ticketing systems, endpoint management (Intune, SCCM, JAMF), and productivity suites (Microsoft Office 365)
- Ability to translate complex technical jargon into plain, patient language for non-technical users
- Calm demeanor when assisting stressed or frustrated end-users
- Ability to prioritize urgent system outages against routine day-to-day requests
- Experience in a customer service, call center, or help desk setting (preferred)
- Familiarity with troubleshooting common PC hardware problems (preferred)
- Ability to work responsibly with or without direct supervision (preferred)
Benefits
- Medical, Dental & Vision
- HSA Options
- Short & Long-Term Disability
- Life Insurance
- AD&D Insurance
- Savings & Investment Plan
- Paid Time Off
- Employee Assistance Plan
- Relocation Package
Company overview
Savannah River National Laboratory (SRNL) is a premier U.S. Department of Energy national laboratory specializing in applied research and development for environmental management, national security, and energy resilience. Established in 1951 during the Cold War era, SRNL operates as a multi-program federally funded R&D center managed by Battelle Savannah River Alliance. With over 1,400 dedicated professionals including scientists, engineers, and technical staff, the laboratory focuses on three core mission areas: environmental stewardship, national security, and energy security. SRNL's expertise spans nuclear materials management, environmental remediation, cybersecurity, and advanced manufacturing technologies. As one of 17 DOE national laboratories, it plays a critical role in maintaining America's nuclear deterrent, reducing global nuclear threats, and developing innovative solutions for environmental cleanup. The laboratory operates specialized facilities including radiologically controlled laboratories, ultra-low-level counting facilities, and the only radiological crime investigation laboratory in the United States, making it a vital asset for national security and scientific advancement.