Help Desk Specialist

Job

Employee Type: exempt full-time

Division:
Vaccine Clinical Materials Program

Facility:
Frederick: G-WAY

Location:

7116 Geoffrey Way, Frederick, MD 21704 USA

The Frederick National Laboratory is operated by Leidos Biomedical Research, Inc. The lab addresses some of the most urgent and intractable problems in the biomedical sciences in cancer and AIDS, drug development and first-in-human clinical trials, applications of nanotechnology in medicine, and rapid response to emerging threats of infectious diseases.

Accountability, Compassion, Collaboration, Dedication, Integrity and Versatility; it's the FNL way.

The Vaccine Clinical Materials Program (VCMP), part of Leidos Biomedical Research at the Frederick National Lab, supports the National Institute of Allergy and Infectious Diseases (NIAID) Vaccine Research Center (VRC). Its’ mission is to advance preclinical and clinical research, product development, and manufacture of novel clinical-stage vaccines and biologics to address current and/or emerging infectious diseases of global significance (e.g., HIV-AIDS, Influenza, Ebola, Malaria, Novel Coronavirus, Tuberculosis).

The VCMP is responsible for the operation of a Frederick MD-based pilot plant facility and is actively engaged in cGMP manufacture, testing, release, and supply of Phase I /II clinical products for investigational use in the US and globally.

• Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
• Installs, configures, and troubleshoots desktop systems, workstations and network issues in a heterogeneous environment.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Communicates highly technical information to both technical and nontechnical personnel.
• Recommends hardware and software solutions, including new acquisitions and upgrades.
• May participate in development of information technology and infrastructure projects.
• May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.
• May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions.
• Providing support in person, over the phone, or via remote access.
• Monitor the help desk inbox and convert to help desk tickets in the Alloy Help Desk system.
• Process requests in a timely manner and elevate to System Administrators when necessary.
• Follow up with employees to ensure issue has been resolved.
• Ability to walk the employee through the problem-solving process and ask appropriate questions to determine the nature of the problem.
• Ensure proper recording, documentation, and closure of issues.
• Proactively track levels of IT supplies (toner, peripherals, laptops).

• Possession of a Bachelor’s degree from an accredited college or university according to the Council for Higher Education Accreditation (CHEA) in a related field (Qualifying experience (4 years) in help desk or desktop support may be substituted for the required education). Foreign degrees must be evaluated for U.S. equivalency.
• In addition to the education requirement, must have an additional 2 years of desktop support experience.
• Must possess basic Microsoft Office skills.
• Experience using a Helpdesk support System (e.g., Alloy, Remedy, Service Now).
• Experience using a remote support software system (e.g., Bomgar, Log Me In ).
• Strong client-facing, communication, and interpersonal skills.
• Advanced troubleshooting and multi-tasking skills.
• Detail oriented in order to keep thorough notes on tickets.
• Knowledge of computer hardware setups. Including use of multiple monitors, docking stations, printer installations.
• Experience with desk-side support and physical hardware troubleshooting.
• Ability to obtain and maintain a security clearance.

• Physical requirements include the ability to maintain balance at all times, walk, kneel, hear (corrective appliance allowed), use of both hands, arms, and legs (prosthetic allowed), use of all fingers, carry up to 50lb, reach above shoulders, climb…