{"id":4177534,"url":"https://alion.io/job/srnlab-help-desk-technician","title":"Help Desk Technician","company":{"id":1764354,"name":"SRNLab","domain":"srnl.gov","url":"https://alion.io/company/srnl","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Aiken, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-12T12:11:32Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T16:29:18Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The help desk technician is responsible for working directly with lab staff to provide basic technology support.\nResponsibilities\nAnswer incoming support requests, log tickets in a service desk platform (e.g., SolarWinds), and track issues from open to resolution.\n\nInstall, configure, troubleshoot, and repair desktop/laptop computers, mobile devices, printers, scanners, and standard business applications (Windows, macOS, Microsoft 365).\n\nHandle password resets, account lockouts, user onboarding/offboarding, and basic Active Directory (AD) or Azure/Entra ID permissions.\n\nDiagnose root causes and escalate complex, unresolved, or high-impact network/server issues to Tier 2/Tier 3 engineering teams.\n\nWrite and update internal knowledge base articles, FAQ guides, and step-by-step troubleshooting logs.\n\nPerforms other duties as assigned.\n\nMinimum Qualifications:\nBachelor's Degree and 0-3 years of relevant experience OR an associate’s degree with 4 years of relevant experience. 8 years of relevant experience will also be considered in lieu of a degree.\nProficiency in Windows and macOS administration.\nUnderstanding of TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.\nFamiliarity with ticketing systems, endpoint management (Intune, SCCM, JAMF), and productivity suites (Microsoft Office 365).\nAbility to translate complex technical jargon into plain, patient language for non-technical users.\nCalm demeanor when assisting stressed or frustrated end-users.\nAbility to prioritize urgent system outages against routine 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