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Help Desk Specialist

Bethesda, MD

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Help Desk Specialist
Help Desk Specialist (Desktop Operations Technician)
Location: US – Bethesda, MD (NIH Campus)
Employment Type: Full-Time Regular
Clearance Required: Public Trust
Shift: First
Travel: No
Relocation Provided: No
Ennoble First Inc. is a fast-growing Certified Small Business focused in serving customers in the realm of Government, Healthcare, and Commercial Information Technology Services.
Duties/Tasks and Responsibilities:
Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems and applications developed or deployed under this contract. Serves as the initial point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. The Desktop Operations Technician is responsible for completing daily troubleshooting and deployment tasks related to Windows and MacOS computer systems for the ORS/ORF divisions at NIH. Daily tasks include:
Receiving tickets via ServiceNow ticketing system
Prioritizing tasks and assignments
Documenting all troubleshooting and resolution steps within the ticket system
Providing advanced level troubleshooting for Windows computer systems
Escalating incidents and problems as necessary to the appropriate teams
Working with vendor support to troubleshoot hardware defects
Working with internal technology teams to provide a complete solution to the customers’ needs, and any other duties as assigned by the leadership team.
Required Qualifications:
3 Years troubleshooting Windows 7 and Windows 10 Operating Systems.
3 Years working with Microsoft SCCM or IBM BigFix to deploy Windows OS.
Excellent Customer Service Skills.
Bomgar/SCCM Remote Tools/RDP experience for remote troubleshooting.
Willingness to travel across campus and occasionally off-campus to perform duties.
Ability to lift/move/carry computer hardware to the required destination.
Skilled with creating documentation and work instructions based on completed work.
Must have at least one of the following COMPTIA Certs: A , Network , Security , etc.
Desired Skills:
ITIL Certification.
ServiceNow experience.
MacOS troubleshooting and deployment experience
Microsoft MCSE or other related technical certifications.
BA or BS degree in an IT related major.
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