Primary Work Address: 4000 Jones Bridge Road, Chevy Chase, MD, 20815Current HHMI Employees, click here to apply via your Workday account.HHMI is focused on supporting and moving science forward in a variety of different ways ranging from conducting basic biomedical research, empowering educators, inspiring students, developing the next generation of scientists - even stretching into film and media production. Our Headquarters is in the greater Washington, DC metro area and is home to over 300 employees with expertise in investments, communications, digital production, biomedical sciences, and everything in between. The work housed here supports and augments the groundbreaking research conducted in HHMI labs across the nation. As HHMI scientists continue to push boundaries in laboratories and classrooms, you can be sure that your contributions while working here are making a difference.Summary: As a Technology Support Specialist, you will support computer operation for scientific research, administrative and operational groups using a variety of hardware and operating systems (Macintosh and Windows). This includes receiving, prioritizing, documenting, and actively resolving a wide range of help requests. Your problem resolution skills will be used in diagnosing and ticketing tracking, as well as while providing in-person, hands-on, customer service-oriented help at the desktop level.Reporting to the Headquarters Tech Support Lead, you will join our team-oriented and collaborative IT Support group and assist the technology needs of users across our headquarters campus.In this role, you will:Respond to incoming help requests from users via, phone, e-mail, and ticket tracking system in a prompt and courteous manner.Document all information pertinent to help requests and their resolution.Accurately record and track hardware assets for inventory management purposes.Build rapport and proactively elicit problem details from users.Prioritize and schedule help requests. Escalate requests (when required) to the appropriate technician or team.Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.Performing preventative maintenance, including checking and optimizing of desktops, laptops, printers, and peripherals. Provide complex quotes for high-performance workstations and scientific rigs to meet research needs.Build complex systems that include RAID, performance configurations, and modifications to RAM, storage, and graphics cards for computation purposes.Repair and redeploy systems, resolve Operating System and software corruption, diagnose failed hardware and replace parts.SaaS administration including licensing, making modifications, managing add-ons and user accounts.Create and manage images for system deployment including base Operating System, applications, custom configurations, and drivers.Write technical documentation for Knowledge Base to be shared internally or published externally to user community.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Education & Experience:Bachelor's degree or four years related work experience including experience with personal computer hardware and software configurations, installation, maintenance, and support in an enterprise environment.Related desktop support certifications a plus.Extensive knowledge of computer hardware, including Apple, Dell, and Lenovo.Extensive experience with desktop operating systems, including Mac OS and Windows.Extensive application support experience with Microsoft Office Suite.Working knowledge of Microsoft's System Center Configuration Manager (SCCM).Working knowledge and experience with networking including troubleshooting and protocols.Working knowledge and experience with TCP/IP, DNS, DHCP, and VPN configurations within an enterprise environment.Working knowledge and experience with Active Directory Users, Computers and Groups.Skills & Abilities:Excellent interpersonal skills and the ability to work collaboratively and independently.Excellent independent judgment, decision-making, and problem-solving skills.Excellent organizational skills with the ability to plan and prioritize tasks with limited detailed supervision and to meet frequent deadlines in a timely manner.Proficient computer skills including Microsoft Office 365 including Outlook.Ability to learn new technology, including identifying and evaluating new productivity tools and software for wider deployment.Excellent verbal and written communications skills.Ability to communicate effectively with all levels of staff both inside and outside HHMI.Excellent attention to detail and follow-through; work accurately and efficiently.Highest ethical standards and the ability to handle sensitive and confidential information.Physical Requirements: Remaining in a normal seated or standing position for extended periods of time; reaching and grasping by extending hand(s) or arm(s); dexterity to manipulate objects with fingers, for example using a keyboard; communication skills using the spoken word; ability to see and hear within normal parameters; ability to move about workspace. The position requires mobility, including the ability to move materials weighing up to several pounds (such as a laptop computer or tablet). Persons with disabilities may be able to perform the essential duties of this position with reasonable accommodation. Requests for reasonable accommodation will be evaluated on an individual basis. Please Note: This job description sets forth the job's principal duties, responsibilities, and requirements; it should not be construed as an exhaustive statement, however. Unless they begin with the word "may," the Essential Duties and Responsibilities described above are "essential functions" of the job, as defined by the Americans with Disabilities Act. HHMI is an Equal Opportunity Employer