Help Desk Specialist

Job Title:
Help Desk Specialist

Clearance Required:

Public Trust

Work Location:

Onsite;
Rockville, MD

Alpha Omega is seeking a qualified Help Desk Specialist to support NIH NIDCD IT Services. The Help Desk Specialist is responsible for support of multiple applications and hardware such as printer and network connections.

• Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems; elevate complex technical problems to appropriate support teams when necessary.
• Maintain accurate records of reported issues and resolutions utilizing Service Now for ticket documentation and management.
• Provide timely IT support during core business hours, ensuring availability and responsiveness within the specified timeframe.
• Adhere to NIDCD standards and practices, ensuring support levels meet or exceed the required service desk technician to staff ratio.
• Follow specific support procedures for managing requests based on their assigned criticality, ensuring compliance with NIDCDs operational standards.
• Foster team cohesion, ensuring effective communication and collaboration within the distributed facility IT support environment.
• Participate actively in team meetings, sharing information and updates on current support tasks.
• Ensure excellent customer service and communication throughout the support process.

• 1+ years of experience
• Experience providing technical support in a multi-platform environment (PC and Mac).
• Strong knowledge of computer operating systems, desktop applications, email systems, and printers.
• Excellent problem-solving skills and the ability to troubleshoot hardware and software issues.
• Strong communication and customer service skills.
• Ability to work independently and manage multiple support requests efficiently.

• Must have one or more of the following:
  • MCSA:
    Microsoft Certified Solutions Associate
  • MSCE:
    Microsoft Certified Solutions Expert
  • Apple Certified Support Professional
  • JAMF Certified Tech (current or current
    -1 version)
  • (ISC) 2 Systems Security Certified Professional (SSCP)

• Experience providing technical support in a multi-platform environment (PC and Mac).
• Strong knowledge of computer operating systems, desktop applications, email systems, and printers.
• Requires technical computer and customer service skills.
• The Helpdesk Specialist shall have a Level 5 (NACIC) security clearance or obtain a Level 5 (NACIC) security clearance within six (6) months of contract award.
• It is preferred that the Helpdesk Specialist has at minimum, a Foundation Certificate in IT Service Management (ITIL) v3.

The likely salary range for this position is $43,000 - $60,000. This is not, however, a guarantee of compensation or salary. There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, education and certifications as well as contract provisions regarding labor categories that are specific to the position and could fall outside of this range.

Final date to receive applications: November 19, 2026

Joining the Alpha Omega team entitles you to participate in all retirement benefits, plans of deferred compensation, health and insurance benefits, and other such benefits as set forth in the company’s policy and benefits manuals.…