Qualifications:

• Bachelor’s degree and 3 years of experience, Associate’s degree and 5 years of experience, or High School diploma and 7 years of experience.
• Experience in IT support, compliance management, or regulatory affairs.
• Strong troubleshooting and technical skills.
• Knowledge of relevant regulations and standards.
• Proficiency with support ticketing systems, auditing tools, and compliance management tools, including ServiceNow.
• Excellent communication and training abilities.
• Strong analytical and documentation skills.

Required Skills:

• Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application
• Install/Configuration/Removal, Performance Tuning)
• Incident/Request (Analysis, Documentation)
• Workstation Imaging/Reimaging
• Mobile Device Management (Provision, Reset, Remote Wiping)
• Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)
• Root Cause Analysis
• Active Directory Management
• Miscellaneous Support (Email, Meeting Room, Video Teleconferencing, Moves, Large Data Moves)
• Effective written and oral communication skills

Desired Skills:

• ITIL Service Management
• Policy Analysis
• Workstation Patching/Testing
• Desktop Engineering
• CRM/Ticketing/ACD Systems
• Release Management
• Knowledge Management

Responsibilities:

• Technical Support:
  • Provide technical support for NSF-owned IT hardware assets, including workstations and mobile devices.
  • Troubleshoot and resolve hardware-related issues.
  • Assist with hardware installations, upgrades, and repairs, particularly during the technical refresh cycle.
  • Document support activities and resolutions using ServiceNow.
  • Coordinate with other IT teams to ensure timely support.
• Compliance and Auditing:
  • Conduct audits of NSF-owned IT hardware assets to ensure compliance with policies and regulations.
  • Verify the accuracy of asset records and documentation using ServiceNow.
  • Identify discrepancies and provide recommendations for improvement.
  • Develop and implement audit plans and schedules.
  • Report audit findings to management and relevant stakeholders.
  • Ensure that IT hardware asset management practices comply with internal policies and external regulations.
  • Develop and enforce compliance guidelines and procedures.
  • Conduct regular reviews and assessments to ensure ongoing compliance.
  • Report compliance status and issues to senior management.
  • Provide training and guidance on compliance requirements to relevant staff.