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. **Company Overview** Battelle manages and operates the National Ecological Observatory Network (NEON) program, which is solely funded by the National Science Foundation. A 30+ year project dedicated to understanding how changes in climate, land use and invasive species impact ecology, the observatory’s scientists and engineers are collecting a comprehensive range of ecological data on a continental scale across 20 eco-climatic domains representing US ecosystems. Our teams use cutting-edge technology, including an airborne observation platform that captures images of regional landscapes and vegetation; mobile, relocatable, and fixed data collection sites with automated ground sensors to monitor soil and atmosphere; and trained field crews who observe and sample populations of diverse organisms and collect soil and water data. Once structures are completed, a leading-edge cyberinfrastructure will calibrate, store and publish this information. The Observatory includes more than 500+ personnel and is the first of its kind designed to detect and enable forecasting of ecological change at continental scales. **Job Summary** The NEON Observatory Service Desk is the central point of contact for the NEON Observatory project, both internally for employees and externally for users of the Observatory data. It is a critical organization comprised of specialists in Field Operations, Science, Engineering, IT, Software Development and Business Services that support all facets of the Observatory. These individuals work with teams to drive incidents to resolution, lead cross-functional teams to resolve complex issues, analyze incident trends to identify and propose change, create efficiencies in service delivery, develop a collaborative culture with service owners, and facilitate the evolution of the service processes. The **Operations Service Desk Specialist II** specializing in (Instrument Science/ Field Science/Remote Operations) will be part of the NEON Observatory Service Desk team focused on delivering prompt, professional high quality technical assistance for the NEON program’s instrumentation/ field science/observational science/remote operation services. This individual must be passionate about helping others, self-motivated and consistently demonstrate excellent customer service skills. This position is based out of **Boulder, CO but can be remote** . **Responsibilities** + Provide Tier 1 and 2 support for NEON Observatory services assigned to the Service Desk by assigning, analyzing, escalating or resolving incidents and requests appropriately. + Mentor and advise NEON Observatory staff on ticket creation and handling processes for Observatory services. + Determining stakeholders for incident resolution, coordinating the troubleshooting of incidents across multiple teams, and confirming required actions are completed in a timely manner. + Delivering effective, timely, and accurate communication to appropriate stakeholders. + Utilizing metrics and reports to monitor and ensure performance meets service level requirements; define, develop, and distribute metrics and reporting. + Building strong relationships with service owner teams through open communication, creative problem solving, teamwork, timely follow up, and reliability. + Identifying gaps in processes or reporting, and facilitating cross-team efforts to gather requirements, propose changes, and help drive implementation to improve the efficiency and quality of Observatory service delivery. + Create a positive customer support experience and build strong relationships through understanding of the supported services, contributing to service area meetings and assisting with service management as requested. + Utilize the service management tracking system to monitor and facilitate the lifecycle of incidents and requests from identification through resolution. + Communicate expectations, status, and progress of assigned tasks, tickets and requests. + Develop knowledge articles (documentation) and training on processes, troubleshooting tips and approved information regarding NEON Observatory services. + Assist the ServiceNow development team in testing and requirements gathering. + Develop or assist with the development of regular metrics and reports for the NEON Observatory. + Independently researches and obtains information for complex issues and requests. + Participates in and may manage special projects. **Key Qualifications** + Requires a Bachelor's Degree in related area + Equivalent experience in lieu of education will be considered + Two years of relevant experience with installation, repair and troubleshooting of instrumentation for data collection as well as an understanding of mechanical design, electrical engineering and terrestrial or aquatic biological/ecological field sampling and/or lab analysis, science requirements + Excellent interpersonal, customer service and communication skills + Strong problem-solving and analytical skills + 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 + Demonstrated excellence in facilitating cross-functional teams. + Proven experience in creating strong partnerships across an organization to enable effective coordination and communication of critical issues. + Demonstrated ability to lead teams, gain consensus, and move teams toward a shared vision. **Preferred Qualifications** + Working knowledge of ticket tracking or service desk software + Understanding of the observational instrumentation science data collection operations and data collection protocols involved with the NEON project, a similar Observatory project, other field science research teams or a science project with geographically distributed field operations + Experience with remote site logistics + Experience preparing and analyzing data and metrics + Understanding of Root Cause Analysis and Corrective Action + Strong knowledge of Service Management practices and principles, and implementation of ITSM programs including (but not limited to): Incident Management, Problem Management, Change Management, Knowledge Management, Request Management, and Service Catalog Management **Salary** Pay rate: $26.00 - $30.00 This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors. **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. + **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. **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