IT OPERATIONS DESK TECHNICIAN bei U.S. Space & Rocket Center

OVERVIEW

This role is designed to deliver operational support to the IT Department and serve as the initial point of contact for users experiencing difficulties with computer systems, software, hardware, or networks. Responsibilities include triaging and resolving routine support requests efficiently. The position requires exceptional customer service and communication abilities, along with a commitment to continual learning and professional development within the IT sector. Additionally, this role will contribute to the upkeep of various information systems equipment and networks, ensuring their optimal performance to support USSRC’s requirements.

RESPONSIBILITIES

Essential Functions

1. Deliver technical support to end users through phone, email, chat, or onsite assistance, addressing advanced issues related to computer systems, applications, devices, and network connectivity.
2. Diagnose, troubleshoot, and resolve complex technical problems involving desktop and laptop hardware, software, and enterprise applications, while ensuring continuity of service for users.
3. Document, track, and monitor user issues utilizing the organization’s ticketing system, maintaining comprehensive records of interactions and solutions provided.
4. Assist with the implementation and deployment of internal business systems, IT solutions, and organizational initiatives.
5. Computer Systems Hardware/Software: Support the maintenance, imaging, configuration, and installation of new hardware and associated equipment to ensure optimal performance. Responsibilities include precise and timely installation, configuration, testing, and ongoing maintenance of:

• Computers
• Printers and print servers
• Network cards
• Computer peripherals
• Network cabling (Ethernet Cat6 or Fibre)
• Switches and Wi-Fi access points

1. Contribute to the operation and maintenance of the Center's IT security posture.
2. Fulfil all tasks and assignments in accordance with expectations set by the Director of Information Systems, ensuring accuracy and timeliness.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Supervisory Responsibilities:

Level of Supervision: None

Travel Required: No

QUALIFICATIONS

Required Education

• Completion of High School Diploma or G.E.D required.
• Prefer individuals working towards an associate degree in a computer or network-related field.

Required Experience

• Work Experience: Minimum of 1 year practical, demonstrated hands-on experience with computer operating systems (Windows) and computer software OR an equivalent combination of education and experience. Familiarity with Office365, Windows Accounts, Security Cameras, Wireless Networking and Point of Sale (POS) systems.  Must have experience with installation, troubleshooting, and set-up of PC hardware and software.
• Computer Experience: Prefer A+ certifications as a demonstration of computer hardware knowledge.

OTHER REQUIREMENTS

Physical Requirements

• Walking, and climbing (stairs) to access other departments and buildings.
• Sitting for long periods of time (4-8hrs) at desk.
• Carrying and lifting equipment and supplies up to 50lbs waist high.
• Bending, kneeling, standing, reaching to store/retrieve supplies and repair equipment.
• Sight, reading, wrist movements, feeling to operate computer terminal, repair computer equipment, handle documents.
• Provided instructions to employees, and communicating with service providers in person and over the telephone.
• This position involves working in both a climate-controlled office environment and outdoors.
• This position deals extensively with employees throughout the Rocket Center and service providers who provide technical support for the Rocket Center.

Communication: Strong verbal and interpersonal skills are essential for communicating with participants, co-workers, and supervisors.

Training: Must be able to complete the 2–3-week training period and pass all required tests (practical as well as written) as specified by Course management.

Expected Hours of Work

• Monday-Friday 8am-5pm
• Must be available to work a full shift (day, night or weekend) based upon the Center’s needs and the individual’s preference and availability.

DISCLAIMERS

The U.S. Space & Rocket Center is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, or veteran status.

Duties and Responsibilities May Change with or Without Notice

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.