• Service Desk Technicians

    Posted Date 2 months ago(4/12/2018 1:29 PM)
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    # of Openings
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  • 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 currently searching for Service Desk Technicians to support local and remote users with technical issues related to hardware, software, and scientific instrument controllers at the National Institutes of Health. Position level will be commensurate with experience

    Primary Responsibilities:

    • Install, configure, troubleshoot, and resolve incidents related to hardware, software (COTS, GOTS, custom), web sites, instrument controllers, VoIP systems, and conference room equipment.
    • Follow relevant procedures to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs).
    • Provide outstanding customer service both at desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Lync, and Windows Remote Control. 
    • Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints.
    • Assist with systems administration, troubleshooting, and resolutions.
    • Maintain appropriate levels of inventory for desktops, laptops, and peripherals.
    • Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
    • Establish productive working relationships and maintain effective communications with teammates and users.
    • Contribute ideas in support of continuous improvement goals.





    Required Qualifications:

    • Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc). An additional four years of relevant technical experience may be substituted for the Bachelor's Degree.
    • Professional experience troubleshooting Windows, Mac, and/or Linux OS and supporting client configuration, and network access in a Microsoft environment
    • Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial Off-The Shelf) desktop software and hardware in a networked environment
    • Experience with enterprise level ticketing systems such as ServiceNow, Remedy, etc. and remote support tools (Windows Remote Control, MS Lync, Cisco Jabber, Bomgar)
    • Strong customer service skills
    • Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions as well as in writing
    • One or more of the following certifications: A+, Network+, Apple Certified Support Professional (ACSP), Microsoft Certified Desktop Support Technician, ITIL v3 Foundation
    • Ability to obtain a Public Trust Clearance


    Preferred Qualifications:

    • One or more HDI certifications: Customer Service Representative, Support Center Analyst, Desktop Support Technician, or Technical Support Professional
    • Experience using ServiceNow for incident management, problem management, and request fulfillment
    • One or more OS-related vendor certifications (Apple, Linux, Microsoft)
    • Systems administration experience
    • Experience supporting enterprise level environments on a 24x7 basis
    • Experience supporting Scientific Instrument Controllers


    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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