The Shared Services team in the Computing and Environmental Life Sciences directorate (CELS) is looking for an IT Field Support Engineer to join their team. The IT Field Support Engineer will provide technical support to users of the CELS directorate on site in our Lemont campus at various buildings and labs with primary responsibility for users and systems in the Biology and Environmental Sciences divisions.
Responsibilities include:
- Deliver on-site technical support across CELS experiment laboratories (e.g. BIO and EVS divisions) and other assigned Argonne buildings, including diagnosis, repair coordination, deployment, configuration, and lifecycle support of user computing equipment.
- As an "advisor" build relationship with scientists to guide implementations of systems that minimize disruption and align with operational and security requirements.
- Diagnose and resolve issues in environments that may include laboratory equipment, scientific instrumentation, and other specialized technologies, developing practical and creative solutions.
- Support the computing needs of users working with scientific and research infrastructure, including systems that interface with specialized field instruments or regulated equipment.
- Serve as a Level 3 escalation resource for complex technical issues involving endpoints, peripherals, software, connectivity, authentication, policy, and device integration on different platforms macOS, Windows, or Linux systems.
- Provide technical guidance to Tier 1 and Tier 2 support staff to support workload balance and operational consistency.
- Perform hardware troubleshooting, software installation, system configuration changes, new equipment deployment, ticket handling, documentation, and service provisioning.
- Coordinate with Argonne central IT on matters related to Active Directory, organizational unit policy management, endpoint policy management, and other enterprise services affecting the supported environment.
- Partner with internal stakeholders and external vendors to manage procurement, equipment lifecycle, service events, warranty coordination, replacement planning, and issue resolution.
- Create and maintain clear internal and user-facing documentation, including troubleshooting guides, knowledge articles, and support procedures.
- Support ticket queues and service workflows using enterprise tools and service management best practices.
- Contribute to small- and medium-sized technical projects and service improvement efforts.
Work Environment
- This position requires an on-site presence 5 days per week at the Argonne campus in Lemont, Illinois.
- The role requires regular movement between buildings and support locations on the Argonne campus in Lemont, IL, with primary responsibility for users and systems in the Biology and Environmental Sciences divisions.
- Work may be performed in offices, laboratories, and other technical environments.
Position RequirementsRequired Qualifications:
- PT3: Bachelor's degree and 4+ years of experience, or 8+ years of experience equivalent.
- To perform the essential functions of this position successful applicants must provide proof of U.S. citizenship, which is required to comply with federal regulations and contract.
- Experience supporting users and systems in environments with laboratory equipment, scientific instrumentation, or comparable specialized technologies.
- Strong troubleshooting, root-cause analysis, and problem triage skills.
- Ability to communicate effectively with users and stakeholders regarding technical issues and solution options.
- Demonstrated customer service skills and ability to work effectively in a highly visible support role.
- Ability to manage multiple assignments and work both independently and collaboratively.
- Experience with scripting, automation, or related technical problem-solving tools.
- Experience with enterprise support and endpoint management tools such as JAMF, Ansible, ServiceNow, FreshService, BeyondTrust/Bomgar, Tanium, Microsoft Teams, Zoom, Slack, WordPress.
- Ability to model Argonne's core values of impact, safety, respect, integrity and teamwork.
Preferred Qualifications:
- Experience in field service engineering or advanced desktop support roles in research, biotech, healthcare, clinical, laboratory, or scientific environments.
- Experience supporting endpoints or computing systems associated with laboratory workflows, instrument control, or specialized research operations.
- Hardware and software knowledge across Apple, Windows, and Linux platforms.
- Knowledge of networking technologies and protocols, including TCP/IP, DHCP, DNS, FTP, LANs/WANs, routers, switches, and firewalls.
- Familiarity with storage hardware and file systems such as RAID, NTFS, ext4, and Btrfs.
- Experience mentoring junior support staff and helping coordinate day-to-day support operations.
- Familiarity with policy-driven endpoint administration in enterprise environments, including Active Directory-based management.
- Demonstrated ability to create clear documentation and improve operational processes.
Job FamilyProfessional Technical (PT)
Job ProfileIT Multi-Functional 3
Worker TypeRegular
Time TypeFull time
The expected hiring range for this position is $86,299.00 - $134,626.05.
Please note that the pay range information is a general guideline only. The pay offered to a selected candidate will be determined based on factors such as, but not limited to, the scope and responsibilities of the position, the qualifications of the selected candidate, business considerations, internal equity, and external market pay for comparable jobs. Additionally, comprehensive benefits are part of the total rewards package.
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