Primary Work Address: 4000 Jones Bridge Road, Chevy Chase, MD, 20815
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HHMI is focused on supporting and moving science forward in a variety of different ways ranging from conducting basic biomedical research, empowering educators, inspiring students, developing the next generation of scientists - even stretching into film and media production. Our Headquarters is in the greater Washington, DC metro area and is home to over 300 employees with expertise in investments, communications, digital production, biomedical sciences, and everything in between. The work housed here supports and augments the groundbreaking research conducted in HHMI labs across the nation. As HHMI scientists continue to push boundaries in laboratories and classrooms, you can be sure that your contributions while working here are making a difference.
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Summary:
The Technology Support Specialist I's role is to support computer operation for scientific research, administrative and operational groups using a variety of hardware and operating systems (Macintosh and Windows). This includes receiving, prioritizing, documenting, and actively resolving various help requests. Problem resolution will involve the use of diagnostic and help ticketing tracking tools and require the individual to give in-person, hands-on, customer service-oriented help at the desktop level.
What we deliver:
- A role uniquely positioned to impact the scientific landscape because of its ability to provide outstanding support that enables our people and advances our scientific mission.
- HHMI is constantly renewing its technology. In this position, you will be able to use the latest and greatest technologies.
- A team that cultivates a strong collaborative and learning environment. We strive for all team members to help each other and continue career-long learning by having opportunities in areas outside of their primary roles and exploring new technologies.
- A competitive compensation package that includes up to $10,000 in educational reimbursement annually and a significant professional development budget!
What you'll do:
- Respond to incoming help requests from users via phone, e-mail, and ticket tracking system promptly and courteously.
- Document all information pertinent to help requests and their resolution.
- Accurately record and track hardware assets for inventory management purposes.
- Build rapport and proactively elicit problem details from users.
- Prioritize and schedule help requests. Raise requests (when required) to the appropriate technician or team.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions and actions taken to final resolution.
- Identify issues across multiple teams and collaborate to seek resolution.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.
- Provide multi-function printer support, including management of the print server, drivers, and MFD supply inventory.
- Provide custom quotes to meet business and scientific needs, image and deploy laptops, desktops, and peripherals, including displays and printers.
- Perform preventative maintenance, including checking and optimizing of desktops, laptops, printers, and peripherals.
- Write technical documentation for Knowledge Base to be shared internally or published externally to the user community.
- Provide mobile device support, which entails configuring and managing the device through MDM.
- Test fixes to ensure the problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
What you bring
- Bachelor's degree or two years of related work experience, including experience with personal computer hardware and software configurations, installation, maintenance, and support in an enterprise environment.
- Related desktop support certifications are a plus.
- Knowledge of basic computer hardware, including Apple, Dell, and Lenovo.
- Experience with desktop operating systems, including Mac OS and Windows.
- Extensive application support experience with Office 365, Okta, Pulse Secure, Jira Service Desk, and Zoom.
- Knowledge and basic experience with networking, including troubleshooting and protocols.
- Knowledge and basic experience with TCP/IP, DNS, DHCP, and VPN configurations within an enterprise environment.
- Knowledge and basic experience with Active Directory Users, Computers and Groups.
- Good understanding of the organization's goals and objectives.
- Exceptional interpersonal skills, focusing on rapport building, listening, and questioning skills.
- Exceptional customer service orientation.
- Exceptional written and oral communication skills.
- Strong documentation skills.
- Ability to absorb and retain information quickly.
- Comfort and willingness to seek information when answers are unknown
- Ability to present ideas in user-friendly language.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks.
- Experience and desire to work in a team-oriented, collaborative environment.
Physical Requirements:
Remaining in a normal seated or standing position for extended periods of time; reaching and grasping by extending hand(s) or arm(s); dexterity to manipulate objects with fingers, for example using a keyboard; communication skills using the spoken word; ability to see and hear within normal parameters; ability to move about workspace. The position requires mobility, including the ability to move materials weighing up to several pounds (such as a laptop computer or tablet).
Persons with disabilities may be able to perform the essential duties of this position with reasonable accommodation. Requests for reasonable accommodation will be evaluated on an individual basis.
Please Note:
This job description sets forth the job's principal duties, responsibilities, and requirements; it should not be construed as an exhaustive statement, however. Unless they begin with the word "may," the Essential Duties and Responsibilities described above are "essential functions" of the job, as defined by the Americans with Disabilities Act. #LI-RK1
Compensation and Benefits
Our employees are compensated from a total rewards perspective in many ways for their contributions to our mission, including competitive pay, exceptional health benefits, retirement plans, time off, and a range of recognition and wellness programs. Visit our Benefits at HHMI site to learn more.
Compensation Range
$22.98 (minimum) - $28.73 (midpoint) - $37.35 (maximum)
Pay Type:
Hourly
HHMI's salary structure is developed based on relevant job market data. HHMI considers a candidate's education, previous experiences, knowledge, skills and abilities, as well as internal consistency when making job offers. Typically, a new hire for this position in this location is compensated between the minimum and the midpoint of the salary range.
HHMI is an Equal Opportunity Employer