Help Desk Specialist

1 week ago


Phoenix, Arizona, United States BTI Full time
Job Title: Help Desk Specialist

We are seeking a highly skilled Help Desk Specialist to join our team at BTI in Phoenix, AZ.

Job Summary

The Help Desk Specialist will provide technical support to our customers via phone, in person, and through remote support channels. The ideal candidate will have a strong understanding of IT systems and be able to troubleshoot and resolve technical issues in a timely manner.

Key Responsibilities
  • Provide Tier 2 and 3 support for the NIDDK computer user community in Phoenix, Arizona.
  • Respond to customers via phone, in person, and through remote support channels.
  • Follow established procedures to process IT requests for services and troubleshoot IT incidents.
  • Record all activities within the NIH central ticket tracking system and document cases thoroughly and accurately.
  • Document problem resolutions as knowledge records in the NIH IT Knowledge Base.
  • Follow quality control workflow to ensure proper documentation and quality of case handling.
  • Staff shall be proficient supporting current Windows AND macOS versions.
  • Help Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans.
  • They must coordinate communications channels during major incidents and record problem investigations in the NIH My IT Service Management System in a timely fashion.
Requirements
  • Bachelor's degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience.
  • Requires technical computer and customer service skills.
  • Must hold one or more of the following certifications (or current equivalent):
  • Foundation Certificate in IT Service Management (ITIL) v3 or higher
  • MTA: Microsoft Technology Associate
  • MCSA: Microsoft Certified Solutions Associate
  • MSCE: Microsoft Certified Solutions Expert
  • Apple Certified Associate – Mac Integration Basics (current or current -1 version)
  • Apple Certified Support Professional (current or current -1 version)
  • CompTIA A+ Certified Professional
  • CompTIA Network+ Certified Professional
  • CompTIA Security+ Certified Professional
  • Jamf Certified Tech
  • Jamf Certified Expert

We offer a competitive salary and benefits package to the successful candidate.


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