Helpdesk Technician

Position Description:Position SummaryThe National Radio Astronomy Observatory (NRAO) is a prestigious research and development organization that plays a vital role in the study of the universe. Associated Universities Inc. (AUI) is a nonprofit organization that manages and operates the NRAO under a cooperative agreement with the National Science Foundation. The Observatory is a hub for technological and scientific collaboration operating state-of-the-art radio telescope facilities for use by the international scientific community. The Observatory has been instrumental in the study of black holes galaxies and the early NRAO we are recruiting a Helpdesk Technician. The Helpdesk Technician provides desktop support to users through various channels including in-person interaction remote-control software and helpdesk ticketing systems. Key responsibilities include managing hardware inventory configuring and maintaining workstations performing routine system support and training users on established IT services and new software preferred location for the position will be based at our Albuquerque NM You Will be Doing:Provide in-person or remote technical support through email phone and helpdesk ticketing systemHelp users sign into their machinesField user technical questionsSet up user workstationsProvide basic instruction and/or training to users for established IT servicesPerform routine technical assistance on end pointsAssist with tracking available inventory of hardware ready to be deployedPerform routine technological systems support maintenance and testingAssist with the implementation of technological projects with moderate scope and impactAssist with the installation standard configuration and maintenance of computersPerform miscellaneous job-related duties as assignedAccept review and act on helpdesk ticketsPinpoint technical issues based on reported symptoms and diagnostic reportsUse remote-control software to actively repair user issuesPerform basic account management tasks such as resetting passwords and adjusting key settingsTrain new employees or users in new software or repair processesCreate and maintain work logs that document customer interactions for all projectsProactive compliance with organizational and government safety policies and procedures in work area is expectedOther duties as assignedWork EnvironmentWork is mission driven team oriented and typically performed in an office setting within a research or development environment. Who You Are:EducationAssociates degree in information technology computer science or related field is required or equivalent combination of education and prior experience and CompetenciesHigh level of competency in Microsoft software products and web-based systems Visio and strong customer service interpersonal and communications skills. Must be able to communicate effectively both verbally and in writing. Must have knowledge of or experience with Office productivity software; word-processor spreadsheets networks and systems comparable to those of the Observatory through academic training or internship experience(s). Must be familiar with a variety systems administration concepts practices and procedures. Strong analytical organizational. and problem-solving skills and team RequirementWhile performing the duties of this job the employee frequently sits at a desk uses a personal computer telephone and other standard office equipment; the ability to climb stairs is required. The employee is required to bend reach and must have finger dexterity. The employee is required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision color vision and ability to adjust employees must be authorized to work in the United States. The Observatory presently cannot sponsor H-1B Visas for this Rewards:CompensationThe starting salary/hourly rate of this position is between $19.00-$24.65 per hour. Factors which may affect starting pay within this range may include; education experience skills competencies other qualifications of the successful candidate as well as internal equity and labor market :Associated Universities Inc (AUI) offers a comprehensive benefits package addressing the needs of employees and their families with most benefits beginning on the first day of employment subject to eligibility requirements. AUI provides:Excellent paid time off (13 holidays annual accrual of up to 24 vacation days)Medical dental and vision plans are effective on the first day of retirement benefit contributes an amount equal to 10 percent of a qualified participants base pay with no required employee Total Rewards for more Instructions:Select the Apply button above. Please be prepared to upload your current CV/Resume and a cover letter describing interest and suitability for the Opportunity Employer Statement:AUI is an equal opportunity employer. To view our complete statement please visit If you require reasonable accommodation for any part of the application or hiring process you may submit your request by sending an email to PM20