Service Desk Support Specialist

EOE Statement Key Concepts Knowledgebase is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws.

Key Concepts Knowledgebase, LLC., is seeking a Service Desk Support Specialist to join our team working with a high-visibility customer for a project at a large NIH CIT support organization. The successful candidate will be friendly, have great customer service skills, and work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.

• Serve as the initial point of contact between the user and our IT service delivery department.
• Work within the Service Now ticketing system to create detailed work logs and technical documentation.
• Perform generic problem solving and assistance on various software applications, hardware systems and new technologies on the program.
• Provide support in the following way: chat, phone, email, and web support to users using communications, collaboration tools, and applications.
• Evaluate incoming calls to determine the extent of support required and escalated user to Tier II or Tier III in the shortest possible time frame if required.
• Provide instruction and/or training to users on existing or new systems, various applications and new technologies.
• Assist with the review, evaluation and recommendation of solutions relating to hardware and software problems.
• Work according to scripts, SOPs and guidelines to provide support.

• Must be detail-oriented, organized, customer service-oriented and can work under tight deadlines.
• Should have extensive experience providing Tier 1 support in the IT environment as a Help Desk Support Technician (Tier I or Tier II) with a large IT Service Support organization for 5+ years.
• Have very good analytical troubleshooting skills in IT help desk support environment on popular applications, hardware, and new technologies.
• Have working or similar knowledge of the following application and tools: (Microsoft Office 365 and its associated apps, Adobe, AD, Citrix, Service Now/Remedy, VDI systems, VPNs, SPOK, Beyond Trust Secure Remote Access, JAMF Apple management and Symantec Management Console.)

• Excellent written and verbal communication skills with the ability to communicate very well with users, peers and managers.
• Experience with Microsoft office 365 applications installation, usage and troubleshooting.
• 5+ years progressive experience as a Tier I or Tier II Customer Support Representative in a federal government IT service delivery operation chartered with large scale, multi-faceted IT support.

• NIH experience
• ITIL Cert

• GED with a minimum of 5+ years’ years demonstrated related work experience in a large multi-platform Information Services environment.
• HDI or other IT certifications

• Must be able to obtain and/or pass a public trust background check. Must be able to work flexible hours and multiple locations.

Full-Time / Part-Time

NIH Customer Service Representative

Bethesda

This position is currently accepting applications.