Technical Specialist Level III (IT) (210-2026-04)

Nathan S. Kline Institute • Orangeburg, NY

2d

About The Position

This individual will serve as the help desk and the "hands-on" senior desktop technician for NKI 400 user network.

Requirements

• Bachelor's degree, or Associate degree with a minimum of two (2) years of professional desktop support experience
• Demonstrated supervisory or team-lead experience with sound judgment and decision-making skills
• Proven ability to rapidly diagnose technical issues and determine appropriate resolution or escalation paths
• Experience supporting demanding end users in research, laboratory, healthcare, academic, or similarly complex technical environments
• Familiarity with IT service management (ITSM) platforms such as Jira for ticket tracking, workflow management, and reporting
• Working knowledge of configuration management and automation tools such as Ansible and Puppet, and their application in maintaining consistent endpoint configurations
• Experience developing and maintaining scripts using PowerShell and/or other scripting languages to automate desktop support and operational workflows
• Experience with endpoint security and infrastructure technologies, including: o Endpoint Detection and Response (EDR) solutions o Firewalls (e.g., FortiGate or equivalent platforms) o Basic network switching and connectivity concepts
• Familiarity with web-filtering technologies and enterprise VPN solutions
• Experience installing, configuring, and supporting SPSS, SAS, and related analytical or research software
• Strong troubleshooting skills across: o Windows and macOS operating systems o Desktop and laptop hardware o Enterprise and end-user software applications o Virus and malware detection and remediation

Nice To Haves

• Experience with Cisco/Fortinet networking equipment from 201F and up.

Responsibilities

• Supervise, organize, and manage all Helpdesk operations and resources
• Lead, mentor, and coordinate Helpdesk staff, including ticket assignment, prioritization, and escalation management
• Provide senior-level, hands-on desktop and end-user support for over 400 users, including researchers, laboratory staff, and administrative personnel
• Deliver high-touch, responsive support to demanding end users in a fast-paced, mission-critical research environment
• Manage the full user account lifecycle, including provisioning, access modifications, and decommissioning
• Log, track, and manage support requests received via email and phone using established ticketing workflows
• Configure, deploy, and support all end-user computing devices, including desktops, laptops, and peripherals
• Diagnose and resolve hardware, software, and operating system issues; perform minor hardware repairs and upgrades in-house
• Support specialized scientific, statistical, and analytical software used in laboratory and research workflows, ensuring minimal disruption to active research
• Identify opportunities for automation and process improvement to increase efficiency, consistency, and service quality
• Utilize IT service management and automation tools (e.g., Jira, Ansible, Puppet) to streamline support operations and endpoint configuration while maintaining system stability
• Develop and maintain scripts and automation tools (e.g., PowerShell and other scripting languages) to support endpoint provisioning, configuration standardization, user onboarding/offboarding, and routine operational tasks
• Maintain accurate inventories of hardware and software assets
• Monitor and enforce desktop security standards and acceptable-use policies
• Support and administer enterprise tools and platforms, including:

Benefits

• Excellent Benefits Package.
• Affirmative Action/Equal Opportunity Employer - Disabled/Veteran, 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a) compliant.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level