Job Title

DivIHN (pronounced "divine") is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent. Visit us at to learn more and view our open positions.Please apply or call one of us to learn moreFor further inquiries regarding the following opportunity, please contact one of our Talent SpecialistsSamreen | 2243034454Varsha | 6308470953Title: IT Support/End User Support Level 1Location: Lemont, Illinois (For the first 90 days, the contractor must work on-site at Lemont, Illinois, proceeding with an optional hybrid schedule.)Duration: 1 YearBackgroundThe Client Leadership Computing Facility and Computing, Environment, and Life Sciences (CELS) directorate at the Client seek a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the ALCF User Experience (UX) and CELS Research Computing teams.2.0 ScopeThe contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and compute resources. 3.0 ObjectivesProvide technical support for computer systems and users. 4.0 Tasks and DeliveryResponsible for assisting users with the account signup, renewal, and reactivation process for access to resources.Responsible for providing technical support for usage of macOS and Windows OS computers.Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.Responsible for providing access to projects, groups, mailing lists, and Slack.Responsible for debugging issues with multi-factor authentication setup.Responsible for Improving existing helpdesk service processes where applicable.Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.Responsible for onboarding new users at the facility/directorate.Responsible for assisting with user communication as appropriate.Responsible for updating and tracking customer-reported issues from submission to resolution.Responsible for the fulfillment of IT service catalog requests from customers.5.0 Required Knowledge, Skills, and Abilities2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 supportBachelors degree in Computer Science, Information Technology, or related fieldExcellent interpersonal skills and ability to work effectively with a wide range of users and stakeholdersStrong verbal and written communication skillsStrong testing and troubleshooting skills to identify process bottlenecksSelf-starter and a team playerHands-on knowledge using ticketing software (eg. ServiceNow)Some experience working in UNIX/Linux environmentsSome working knowledge of shell scripting or other coding experience7.0 Work ScheduleThe contractor is required to work a standard 40-hour week, 8 hours daily.The contractor schedule shall be Monday through Friday, 9:00 AM to 5:30 PM, excluding holidays. 9.0 Technical Direction of WorkThe contractor will take direction from the ALCF User Experience Team Lead and CELS Deputy IT Director.10.0 Task and Time ReportingTimesheets will be submitted on a weekly basis and will be approved by the Manager. 11.0 Government-Furnished Property macOS laptop computer will be provided to the contractor to fulfill contract requirements. 12.0 Security RequirementsAccess to Client Business Information Systems13.0 Computer Protection ProgramThe contractor(s) may have root access to government computers and/or Business Information Systems. The contractor(s) shall adhere to all policies and procedures of the Client Computer Protection Program, must not bypass any procedures established to protect data, applications, hardware, or communications at the client, and must maintain a work environment that will satisfy audit, privacy, and protection requirements, and must report any findings of inadequacies to the technical contact and the Client Cyber Security Representative.About us:DivIHN, the IT Asset Performance Services organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.