• Help Desk Specialist

    Posted Date 4 months ago(3/1/2018 11:05 AM)
    Job ID
    2018-2874
    # of Openings
    1
    Job Location(s)
    US-MD-Bethesda
    Category
    Information Technology
  • Overview

    Medical Science & Computing (MSC) is an exciting growth oriented company, dedicated to providing mission critical scientific and technical services to the Federal Government.  We have a distinguished history of supporting the National Institutes of Health (NIH) and other government agencies. MSC offers a dynamic and upbeat work environment, excellent benefits and career growth opportunities. 

    We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, Medical and Flexible Spending Accounts, Pre-Tax Transit Assistance and tuition reimbursement. If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!

    Duties & Responsibilities

    MSC is searching for an on-site Help Desk specialist/Desktop Administrator to support the National Institutes of Health (NIH). This opportunity is permanent, full time and it is on site in Bethesda/Rockville, MD.

    • Serves as the Tier 2 and 3 Support for all end users
    • Responds to customers via phone, in person, and through remote support channels. 
    • Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance. 
    • Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real time,
    • Documents problem resolutions as knowledge records in the NIH IT Knowledge Base.  Follows quality control workflow to ensure proper documentation and quality of case handling.
    • Support internal staff having desktop system and application issues via online ticketing systems
    • Work in a dynamic environment supporting 700 users in a Windows OS based environment
    • Help desk phone support and in person support
    • Imaging new machines, installing and updating software
    • Assist with the patching process as determined by the patch coordinator
    • Remediate vulnerabilities flagged by the security team
    • Prepare old computers for surplus

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 

    Requirements

    Qualifications: 

    • Bachelor degree along with at least 1 year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least 3 years of relevant work experience.
    • Highly motivated self-learner with good inter-personal skills
    • Problem solving skills and ability to think critically and outside of the given parameters
    • Experience in desktop applications (Microsoft Office), Windows operating systems and hardware troubleshooting
    • Ability to carry and put in place desktop computers and monitors

     

    Certification: Required to have one or more of the following certification

    • Microsoft Certified Solution Associate (MCSA): Windows 7 or Windows 8
    • Microsoft Certified Solution Expert (MCSE): Enterprise Devices and Apps
    • Microsoft Certified Solution Associate (MCSA): Windows Server 2008
    • Microsoft Certified Solution Associate (MCSA): Windows Server 2012
    • Apple Certified Support Professional 10.9 or higher
    • Apple Certified Technical Coordinator (ACTC) 10.9 or higher
    • Certified Associate in Project Management
    • CompTIA A+ Certified Professional
    • Comp TIA Network+ Certified Professional

    Medical Science & Computing is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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