Job Details

Help Desk Specialist

Location
Bethesda, MD, United States

Posted on
Mar 11, 2021

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Bethesda, MD, USA
Full Time
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We are a customer-focused information management services firm that offers its customers data-driven solutions with the following competencies: IT Modernization, Research & Statistical Analysis, Data Analytics, and Knowledge Management & Data Visualization. We are a women-owned small business (WOSB) that is ISP 9001:2015 and ISO 27001:2013 certified and appraised at CMMI-DEV Level 3.
We are seeking Help Desk Specialists
to join our team to support our government client. This position plays a key role in supporting our client's program by providing responsive and effective remote and onsite technical assistance and end user IT support using ServiceNow
for a federal agency located in the Washington, DC metropolitan area. This team member must be familiar with scientific research methods and tools and be capable of supporting the specialized needs of lab research staff. Positions are contingent upon contract award.
Responsibilities/Duties:
Special Responsibilities/Duties:
Provide support for the interface of specialized scientific research equipment with client/agency IT equipment, and the systems with which they integrate
Support scientific researchers and their specialized systems and equipment
Use advanced knowledge of current technologies, and specifically their application to scientific research, to design and implement unique solutions to complex technical challenges affecting the agency's intramural research program and research community
Support the agency in protecting the IT environment against security threats and vulnerabilities
Additional Responsibilities/Duties:
Provide onsite and remote technical troubleshooting support for client/agency approved Windows, Mac and Linux based desktop and laptop computers and related peripherals and software
Participate in a rotational after hours and weekend support schedule for agency VIP users as a designated on-call team member for the covered hours:
Monday through Friday, 6:30am -8:00pm, excluding Federal holidays.
Late hour shifts Monday through Friday, 6:30pm - 8pm.
Weekends and Federal holidays, 8:00am-4:00pm
Configure and troubleshoot client/agency approved mobile devices; manage and deploy agency approved and encrypted external storage devices
Evaluate and provide recommendations for client/agency standard computing platforms and devices
Evaluate new and upgraded end user software applications, and provide guidance for use and deployment at the agency
Evaluate, implement, maintain, and update Unified Communications and Collaboration (UCC) solution as an all-in- one collection of completely integrated tools designed to streamline and improve inter and intra office communication
Maintain content for End User IT Support Services SharePoint site, and respond to inquiries and requests originating from the site
Provide a technology refresh program to modernize client IT equipment on a regularly scheduled basis as defined by the agency
Provide programmatic support for solving a variety of IT issues by using approved programming languages (i.e. PowerShell, Java, etc.) to write secure scripts
Support the agency by configuring, deploying, and providing equipment for use by Council members
Work with agency Property and Cyber Security to locate, patch, and update IT assets, reset PINs, and renew certificates for PIV cards for agency staff using agency supplied IT assets; create and manage Office365 mailboxes as required
Work with the agency Property department to manage inventory of IT assets. This includes assisting in the procurement, shipping and receiving, baseline configuration, physical placement, collection and preparation for disposal of the assets
Provide onsite and remote End User IT Support services during Attended Hours
Support institution and agency standards for desktop hardware and software configurations for end users residing in multiple buildings, locations, and approved remote locations
Work with the agency to ensure any deviations from the standard hardware and software baseline configurations are approved and applied correctly
Administer all agency end user accounts including creation, modification, and deletion
Provide support for communication and audio/visual systems in agency conference rooms
Provide enterprise systems management by collaborating with internal and external entities as identified by the agency leadership
Required Skills and Experience
4 years' experience of relevant, applicable professional experience such as asset management and end user support services for federal government agencies.
Advanced knowledge and expertise in supporting scientific researchers and their specialized systems and equipment.
Experience with managing customer expectations and delivering the highest quality customer service
Must have ServiceNow expertise
Experience in IT Service Management practices and continual service improvement (e.g., ITIL, CMMI-SVC, or ISO 20000-1) and configuring and using collaborative issue/ticket tracking tools.
Other experience such as Jira and SharePoint is a plus!
Experience with the following operating systems: Microsoft Windows 10 Build 1809 and newer, MacOS 10.14 and newer, and RedHat Enterprise Linux 7 and newer
Experience providing support of a variety of software applications and tools such as Adobe, Cisco, Google Chrome, and Microsoft products
Familiarity with scientific research methods and tools, and be able to leverage that knowledge to provide technical solutions to research-related needs
Strong analytical, problem solving and troubleshooting skills
Excellent written and oral communication skills
Strong interpersonal skills with the ability to work with diverse personalities in a fast-paced environment.
Desired Skills and Experience
Experience working in an Agile development environment
(Scrum, SAFe, Kanban, etc.)
Demonstrated experience working under CMMI3-Dev, ISO-9001, and ISO 27001 quality control environments or other industry accepted best practices.
NIST 800-53 security and Section 508 compliance
Education and Certifications
BS degree in Computer Science, IT, Engineering or related field.
Background check requirements: The ability to obtain and sustain Level 1: Non-sensitive (Suitability/NACI)
ITIL Practitioner, and/or Service Manager
Synectics is an Equal Opportunity Employer.
We offer a competitive salary and an impressive full benefits package that includes employee medical and dental, 401k, company paid life and short/long term disability insurance and paid leave. along with an environment that supports professional development and growth. Our hiring process is 100% online.
Synectics for Management Decisions Inc
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