IT Help Desk Specialist
3 weeks ago
Responsibilities:
- Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy.
- Desktop Support - Provide technical support on software, hardware, and operating systems (Windows and MacOS), including installations, configurations, maintenance, troubleshooting, imaging new systems and processing outgoing surplus/donation systems, preparing GFE laptops and phones for international travel. Also includes printer support, setup/troubleshooting VoIP phones and setup/configuration
- Mobile Device Support – Support managed mobile devices on iOS and Android
- Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
- Escalates tickets appropriately.
- Projection Unit: Schedule, setup and breakdown.
Basic Qualifications:
- 2+ years of customer service experience
- 1 to 3 years exp. with Windows 10
- 1 to 3 years exp. with Macintosh operating systems
- 1 to 3 years exp. with Network and re-imaging workstations
Preferred Skills:
- PC/Windows Support
- Macintosh
- iOS and Android
- Active Directory
- Microsoft Office 365
- Microsoft Teams
- Knowledge of Windows Firewall and related settings
- Experience with full disk encryption on both Windows and Macintosh computers
- Knowledge of an enterprise network infrastructure, including Active Directory and Group Policies
- Desktop/Customer Support:
- Provide technical support on software, hardware and operating systems (Linux, Macintosh, Windows), including installations, configurations, maintenance, and troubleshooting.
- Knowledge about personal computers – desktops, laptops, hybrids. Also including BIOS and hardware configurations and drivers.
- Remediate configuration management baseline and policy non-compliance and resolve security vulnerabilities.
- Troubleshoot and support Microsoft (Office) 365 and Adobe products, also various scientific software applications.
- Configure new computer systems and related peripherals for users.
- Image new systems and process outgoing surplus/donation systems.
- Prepare government-furnished laptops and phones for international travel.
- Provide printer support, setup/troubleshoot VoIP phones.
- Setup/configure/troubleshoot government-provided mobile devices.
- Assist with Microsoft Teams, Office 365, and OneDrive usage.
- Basic network troubleshooting on a TCP/IP network.
- Providing remote customer support via multiple methods.
Education:
High School Diploma or higher
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