Workstation Support Team Lead – 98025
Division: IC-Information Technology
Lawrence Berkeley National Lab’s (LBNL, https://www.lbl.gov/) Information Technology Division (https://it.lbl.gov/) has an opening for a Workstation Support Team Lead to join the team.
In this role, you will supervise onsite and provide technical guidance to a group of Desktop Support Specialists who directly support the Scientific and Operational missions of Lawrence Berkeley National Lab. The Workstation Support team provides Tier 2 technical assistance by phone, email, remote support tools and in-person. The team engages on a daily basis with staff from a wide range of scientific disciplines, from students to Nobel prize winners and Operations staff. The Workstation Support team works with members of all IT groups, and must be familiar with an extremely broad range of services and technologies and exercise judgment within defined procedures and policies to determine appropriate action.
What You Will Do:
Technical
• Provide technical support to advise and mentor Workstation Support Desktop Specialists in managing and troubleshooting operating systems including Windows, mac OS, Linux, iOS, ChromeOS and Android, workstation hardware and software, directories and business systems.
• Provide technical support to users of Berkeley Lab IT services, including workstations, software, directories and business systems.
• Support users with network connectivity and cyber security issues, working with IT personnel to diagnose, catalog, and resolve issues in a timely manner.
• Identify, research, and resolve complex technical problems. Exercises judgment within generally defined IT best practices and policies in selecting methods and techniques for obtaining solutions.
• Responsible for the operation of IT programs, such as the Operations Desktop Support refresh process, the repurposed workstation program, the iOS fleet, the intern program, the Toshiba copier contract, or the parts store.
• Create and manage a knowledge base and ensure staff are adhering to knowledge base best practices.
• Provide project management of customer and strategic IT projects including requirements analysis, solution design, implementation, and status reporting.
• Assist with account management for Windows Active Directory and the Enterprise Directory (LDAP) including password resets, account creation and account termination. Provide expert knowledge and direction for using standard Lab office software products.
• Manage outsource IT services vendor contracts for IT Support Service Group.
Team Lead
• Provide direct supervision and administer company policies and industry best practices to a team of non-exempt Desktop Support professionals including assigning and evaluating work, providing feedback, coaching and providing corrective action.
• Serve as a lead in the internship program.
• Collaborate with Group Lead in the management or daily tasks for Workstation Support Team by leveraging ticket system management tools.
• Collaborate with the Help Desk and Embedded Team Leads
• Coordinate and run team meetings and monitor and communicate status of projects and services.
• Escalate and communicate customer, service, and employee performance issues to management if necessary.
• Oversee and coordinate daily operations of Workstation Support staff including special projects, labor distribution, SLA monitoring, and customer satisfaction.
• Monitor and ensure compliance with performance targets for all essential services.
• Document, track and monitor problems to ensure resolution in a timely manner.
• Interact with Operations and Scientific customers to assist with IT strategic planning
• Responsible for all safety related issues and concerns for the Workstation Support Team.
What is Required:
• 6 years experience in a related field such as workstation support, or combination of education and experience.
• Supervision of a technical support team and interns.
• Use of ticketing systems to track and manage customer requests, projects and employee performance.
• Develop and provide Service Level Agreements and Help Desk deliverables.
• Ability to motivate and direct staff members and subordinates.
• In-depth knowledge in the areas of hardware and software installation, network-delivered services, cybersecurity, asset management, troubleshooting, user assistance and training in the context of highly interdependent IT infrastructures with an understanding and ability to develop and implement solutions.
• Knowledge of best practices for IT Service Delivery management.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
Desired Qualifications:
• A certification in IT Service Support Center management.
For full consideration, please apply by March 10, 2023.
Notes:
• This is a full-time career appointment, exempt (monthly paid) from overtime pay.
• This position will be hired at a level commensurate with the business needs and the skills, knowledge, and abilities of the successful candidate.
• This position may be subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.
• Work will be primarily performed at: Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA.
Salary:
The Workstation Support Team Lead position is expected to pay $115,704 – $141,420, which fits within the full salary range of $102,852 – $173,556 for the DD2.2- Desktop Systems Supervisor position. Salary for this position will commensurate with the final candidate’s qualification and experience, including skills, knowledge, relevant education, certifications, plus also aligned with the internal peer group.
How To Apply
Apply directly online at http://50.73.55.13/counter.php?id=252874 and follow the on-line instructions to complete the application process.
Based on University of California Policy – SARS-CoV-2 (COVID-19) Vaccination Program and U.S Federal Government requirements, Berkeley Lab requires that all members of our community obtain the COVID-19 vaccine as soon as they are eligible. As a condition of employment at Berkeley Lab, all Covered Individuals must Participate in the COVID-19 Vaccination Program by providing proof of Full Vaccination or submitting a request for Exception or Deferral. Visit covid.lbl.gov (https://covid.lbl.gov/) for more information.
Berkeley Lab is committed to Inclusion, Diversity, Equity and Accountability (IDEA) and strives to continue building community with these shared values and commitments. Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. We heartily welcome applications from women, minorities, veterans, and all who would contribute to the Lab’s mission of leading scientific discovery, inclusion, and professionalism. In support of our diverse global community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.
Equal Opportunity and IDEA Information Links:
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