Help Desk Specialist
Summary
| Title: | Help Desk Specialist |
|---|---|
| ID: | 10354 |
| Department: | Information Technology |
| Location : | Rockville, MD |
Description
Responsibilities:
Preferred Skills:
- 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
- Provide technical support to end-users by troubleshooting software and hardware issues, providing guidance on proper usage, and identifying areas of improvement.
- Install, maintain, and upgrade equipment, hardware, and software.
- Collaborate with other members of the technical support teams.
- Communicate effectively with users to gather information and identify and resolve problems.
- Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
- Workstation: Schedule, setup and breakdown.
- 1+ years of customer service experience
- 1 to 3 years exp. with Windows 10
- 0 to 1 years exp. with Macintosh operating systems
- 0 to 1 years exp. with Network and re-imaging workstations
Preferred Skills:
- PC/Windows Support
- Macintosh
- iOS and Android
- Active Directory
- Microsoft Office 365
- Microsoft Teams
- High School Diploma or higher
