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IT Desktop Specialist


Posted by: GRSi <jobs@grsi.com> on September 16, 2018 at 00:04:01. Click here to reply to this post via Email.Click here for help with email link

Contract / Temp to Direct / Direct Hire: Direct Hire
City: Bethesda
State: Maryland
Country: United States
Zip or Postal Code: 20892

GRSi / IT Desktop Support Specialist / MH2699
Program: NIH-NIA (National Institute on Aging)
Location: Bethesda, MD

Program Description:
GRSi is currently supporting the Intramural Research Program (IRP) within the National Institute on Aging (NIA) which plays a central role in providing and supporting the resources needed to further the biomedical research mission of the institute. This program is supported by GRSi as we provide the software and hardware support functions for which all the user research and technical data is derived, moved and stored.

Job Description:
Responsible for the following functions:
• Work products and documents related to providing computer support including configuring new computers per NIH NIA IRP standards, installing upgrades and new programs, troubleshooting network, hardware and software problems.
• Work products and documents related to supporting NIA NIH IRP specific software, such as but not limited to, citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs and terminal emulators.
• Work products and documents related to monitoring, upgrading and installing NIA-IRP virus scanning software.
• Support the NIA CIO, Chief NCTS, Chief Service Desk Section and the NIA Service Desk with administrative duties including training, advanced helpdesk duties, and other duties as assigned.
• Responding to requests for IT support from NIA staff and tracking these problems using the NIH ServiceNow ITIL Service Management system until complete resolution is attained.
• Installation/configuration/maintenance of desktop software as required.
• Serve as the Service Desk Primary Bomgar remote support tool administrator
• Create, deploy and maintain Windows images within the Symantec Ghost Solution Server disk imaging tool
• and Mac OS computers within the Apple Management tool Jamf Pro
• Monitors operation of the desktops and ensures that hardware and software are functioning properly and that operation standards are met. Builds and tests machine images to be deployed throughout the NIA environment.
• Design and deliver training modules on software applications
• Support all NIA conference rooms which will include Video conferencing, Teleconferencing, and presentations etc., using PolyCom Video Conferencing hardware and Microsoft Skype, WebEx, or other approved online service.
• Address and resolve problems related to commercial-off-the-shelf (COTS) desktop
• applications at NIA, including supported Microsoft Windows operating systems, Microsoft Office 2016 Suite, Microsoft MAC office 2016, SharePoint navigation, and as well as the component level replacement of hardware items.
• Represents the organization on NIH-wide work groups and committees related to the delivery of customer support services. As assigned, manages initiatives to address major customer support issues.
• Provide technical support of Blackberry, iPhone, Android and other NIA approved mobile devices.
• Utilize extensive knowledge & trouble shooting experience in Windows 7, Windows 10 & supported Mac OS versions
• Provide weekly status reports to management outlining accomplishments status and issues with resolution of issues for assimilation into a Branch-wide report for CIO.

Responsible for executing the following deliverables:
• Weekly written status reports will be provided to Chief NCTS and Chief SDS
• Participate in weekly 1on1 meeting with Chief SDS
• Work products and documents related to providing computer support including configuring new computers per NIH NIA standards, installing upgrades and new programs, troubleshooting network, hardware and software problems.
• Work products and documents related to supporting NIA NIH IRP specific software, such as but not limited to, citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs and terminal emulators.

Required Experience:
• Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc.).
• 5-8 years of experience providing end user support in a software/hardware capacity
• Professional experience troubleshooting Windows and Mac and supporting client configuration, and network access in a Microsoft environment.
• Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial Off-The Shelf) desktop software and hardware in a networked environment.
• Experience with enterprise level ticketing systems such as ServiceNow, Remedy, etc. and remote support tools (Windows Remote Control, MS Lync, Cisco Jabber, Bomgar).
• Strong customer service skills.
• Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions as well as in writing.
• One or more of the following certifications: A+, Network+, Apple Certified Support Professional (ACSP), ITIL v3 Foundation.
• Ability to obtain a Public Trust Clearance

Desired:
• Experience supporting a hospital/clinical research laboratory environment
• Systems administration experience.
• Experience supporting enterprise level environments on a 24x7 basis.
• Experience supporting Scientific Instrument Controllers.







      

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