Battelle delivers when others can’t. We conduct research and development, manage national laboratories, design and manufacture products and deliver critical services for our clients—whether they are a multi-national corporation, a small start-up or a government agency. We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to apply. **Job Summary** Assists users by providing tier two support in problem recognition, research, isolation and resolution. Assists internal users by fulfilling a variety of service requests. Provides an excellent customer service experience. Works as a primary team representative on projects of moderate complexity. **Responsibilities** + Provides Tier 2 support by analyzing and resolving incidents and requests regarding use of business applications, operating systems, software, remote access, security software, telecommunications and other areas as defined. + Assists in deploying, supporting and managing endpoints; updates Asset Management Database and Configuration Management Databases. + Manages staff identities and access by managing accounts, security groups, email accounts, and security tokens. Determines the best way to grant/remove access working with requestors as needed to stay within these parameters and recognize when requested solution needs escalated. + Establishes staff and contractor access during on-boarding and deactivating access during off-boarding. + Researches, analyzes, debugs, and resolves access issues. Tracks recurring issues and drive permanent solutions. + Creates a positive customer support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude. + Reviews and develops knowledge articles/documentation as required. + Independently researches and obtains information for moderate to complex issues and requests. + Participates in the implementation and on-going support of hardware and software systems and the interaction between workstations, servers, networks and computing/telecommunications resources. + Participates on special projects or initiatives to develop/expand area of expertise of the team. + Coordinates and provides training to new employees and extended support teams. + May act as an after-hours back-up support to lower level staff. + Review and report about assigned specific metrics to the team and manager. + Maintains and protects confidentiality of sensitive information with regard to all aspects of business and employee information. + Ensures assets are properly documented and tracked. **Key Qualifications** + Bachelor's Degree in a technical field; Three years of relevant experience; or an equivalent combination of education and or experience in a related field. + Working knowledge of service desk software, service management and remote desktop control tools. + Must be proficient in Windows Operating Systems support, commonly used business productivity applications, active directory administration, and desktop security applications. + Strong written and verbal communication skills. + Excellent phone etiquette and customer service oriented. + Must be able to work independently or with minimal direction in a team environment without direct supervision + Provide after hours and on-call support as required. + Ability to lift and move IT hardware. **Benefits: Live an Extraordinary Life** We care about your well-being, not just on the job. Battelle offers comprehensive and competitive benefits to help you live your best life. + **Balance life through a compressed work schedule** : Most of our team follows a flexible, compressed work schedule that allows for every other Friday off—giving you a dedicated day to accomplish things in your personal life without using vacation time. + **Enjoy enhanced work flexibility, including a hybrid arrangement:** You have options for where and when you work. Our Together with Flexibility model allows you to work 60% in-office and 40% remote, with Monday and Tuesday as common in-office days, dependent on team and position needs. + **Take time to recharge** : You get paid time off to support work-life balance and keep motivated. + **Prioritize wellness** : Stay healthy with medical, dental, and vision coverage with wellness incentives and benefits plus a variety of optional supplemental benefits. + **Better together** : Coverage for partners, gender-affirming care and health support, and family formation support. + **Build your financial future** : Build financial stability with an industry-leading 401(k) retirement savings plan. For most employees, we put in 5 percent whether you contribute or not, and match your contributions on top of that. + **Advance your education** : Tuition assistance is available to pursue higher education. + **Flexible work arrangements** : You have options for where you work and when you work. **A Work Environment Where You Succeed** For brilliant minds in science, technology, engineering and business operations, Battelle is the place to do the greatest good by solving humanity’s most pressing challenges and creating a safer, healthier and more secure world. You will have the opportunity to thrive in a culture that inspires you to: + Apply your talent to challenging and meaningful projects + Receive select funding to pursue ideas in scientific and technological discovery + Collaborate with world-class experts in an inclusive environment + Nurture and develop the next generation of scientific leaders + Give back to and improve our communities **Vaccinations & Safety Protocols** _Battelle may require employees, based on job duties, work location, and/or its clients’ requirements to follow certain safety protocols and to be vaccinated against a variety of viruses, bacteria, and diseases as a condition of employment and continued employment and to provide documentation that they are fully vaccinated. If applicable, Battelle will provide reasonable accommodations based on a qualified disability or medical condition through the Americans with Disabilities Act or the Rehabilitation Act or for a sincerely held religious belief under Title VII of the Civil Rights Act of 1964 (and related state laws)._ _Battelle is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Battelle._ The above statements are intended to describe the nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, activities and skills required of staff members. **No statement herein is intended to imply any authorities to commit Battelle unless special written permission is granted by Battelle's Legal Department.** For more information about our other openings, please visit www.battelle.org/careers