Help Desk Specialist

Responsibilities:

• Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy.
• Desktop Support - Provide technical support on software, hardware, and operating systems (Windows and MacOS), including installations, configurations, maintenance, troubleshooting, imaging new systems and processing outgoing surplus/donation systems, preparing GFE laptops and phones for international travel. Also includes printer support, setup/troubleshooting VoIP phones and setup/configuration.
• Mobile Device Support – Support managed mobile devices on iOS and Android
• Provide technical support to end-users by troubleshooting software and hardware issues, providing guidance on proper usage, and identifying areas of improvement.
• Install, maintain, and upgrade equipment, hardware, and software.
• Collaborate with other members of the technical support teams.
• Communicate effectively with users to gather information and identify and resolve problems.
• Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
• Workstation:
  Schedule, setup and breakdown.

• 1+ years of customer service experience
• 1 to 3 years exp. with Windows 10
• 0 to 1 years exp. with Macintosh operating systems
• 0 to 1 years exp. with Network and re-imaging workstations

• PC/Windows Support
• Macintosh
• iOS and Android
• Active Directory
• Microsoft Office 365
• Microsoft Teams

• High School Diploma or higher