Contract / Temp to Direct / Direct Hire: Direct Hire
Country: United States
Zip or Postal Code: 20892
Junior Helpdesk Specialist / MH2823
Location: Bethesda, MD
GRSi is currently supporting a program within one of the largest NIH ICs which plays a central role in providing and supporting the resources needed to further the biomedical research mission of the institute. This program provides the infrastructure and support functions for which all the user research and funding data is derived, moved and stored. It also hosts applications that are used by other institutes and by other offices within Health and Human Services (HHS).
Serves as the Tier 1 Junior Support for the NIDDK computer using community. Must be able to remediate security vulnerabilities, patching systems, turn off protocols, and run virus scans.
Responds to customers via phone, in person, and through remote support channels.
Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real time, per NIDDK and NIH service standards.
Documents problem resolutions as knowledge records in the NIH IT Knowledge Base.
Follows quality control workflow to ensure proper documentation and quality of case handling.
Help Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans.
Must coordinate communications channels during major incidents, and record problem investigations in the NIH Service Now tracking system in a timely fashion.
Bachelor degree and 1+ years of relevant work experience in IT customer support OR Associate degree or H.S. diploma with at least 3 years of relevant work experience
Requires technical computer and customer service skills (handling printer setups, software installs, computer deployments, etc.)
Must have knowledge of current PC and Apple Macintosh operating systems
Required: Hold or will receive within 3 months of award, one or more of the following certifications:
o CompTIA A+ Certified Professional
o Comp TIA Network+ Certified Professional
o Information Technology Infrastructure Library (ITIL) certification – Foundation Level
o Microsoft Certified Desktop Support Technician
o Microsoft Certified IT Professional (MCITP)
o Enterprise Desktop Support Technician on Windows 7
o Microsoft Certified Technology Specialist: Windows 7
o Apple Certified Support Professional (ACSP)
o Apple Certified Macintosh Technician (ACMT)
o Apple Certified Technical Coordinator (ACTC)
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