Scientific Support Engineer

About this Position:

Job Title: Scientific Support Engineer

Responsibilities:

• Provide leadership and guidance to a team of IT scientific support engineers, including assigning tasks, monitoring performance, and providing coaching and mentorship.

• Serve as a subject matter expert and provide advanced technical support and troubleshooting for complex desktop and end-user computing issues.

• Analyze recurring desktop support issues to identify root causes and implement solutions to prevent future incidents.

• Maintain accurate and up-to-date documentation of scientific support processes, procedures, and troubleshooting steps to facilitate knowledge sharing and improve efficiency.

• Subject Matter Expert in Windows, Mac, and Linux enterprise computing in an Active Directory domain environment as well as ITB’s Windows, Linux, and Mac system management tools.

• Familiarity with conference room AV equipment and infrastructure.

• Familiarity with virtualization platforms.

• Familiarity with networking hardware and software such as DHCP, Subnet, DNS, VLAN, wireless and LAN (local area network).

• Familiarity with VoIP, fax, Muti-function copiers, large format printers, and other common IT peripherals.

Qualifications:

• 6+ years of relevant, applicable professional experience.

• Experience with small team leadership.

• Experience with managing customer expectations and delivering the highest quality customer service.

• Subject Matter Expert in Mac, Windows and Linux operating systems.

• ServiceNow expertise for queue management and ticket fulfillment.

• Experience in scientific computing end-user environment.

• Advanced knowledge and expertise in supporting scientific researchers and their specialized systems and equipment.

• BS/MS/PhD degree from an accredited college with an Engineering or Applied Science major or equivalent.