Battelle delivers when others can’t. We conduct research and development, manage national laboratories, design and manufacture products and deliver critical services for our clients—whether they are a multi-national corporation, a small start-up or a government agency.
We recognize and appreciate the value and contributions of individuals from a wide range of backgrounds and experiences and welcome all qualified individuals to apply.

JOB SUMMARY

The IT Support Technician III is responsible for providing tier two technical support to resolve complex issues escalated from tier one support. This role involves troubleshooting hardware, software, and network problems, assisting in the configuration and deployment of IT systems and applications, and ensuring timely resolution of issues. The technician will document and track issues in the ticketing system and collaborate with tier one support to enhance troubleshooting processes and knowledge base articles.

KEY QUALIFICATIONS

• Associate’s degree in Information Technology, Computer Science, or a related field or CompTIA A+, Network+, or other related certifications, or three years of experience as an IT support technician, or an equivalent combination of education, certification, and/or experience
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities.

• Respond to user inquiries and provide technical support via phone, email, or in-person ensuring a positive customer support experience.
• Diagnose and resolve hardware (e.g., PCs, mobile devices, desktop phones), software (e.g., business applications, desktop software), and network issues (e.g., wired, wireless, VPN).
• Provides tier two support for hardware, software, and network issues escalated from tier one.
• Assist with the setup and deployment of new PCs, tablets, and phones.
• Collaborate with End User Support, Infrastructure, and Business System support teams to resolve issues and deploy systems in the production environment.
• Maintain accurate records of issues and resolutions in the IT Service Management system.
• Collaborate with tier one to improve troubleshooting processes and knowledge base articles.