Help Desk Technician - Bowie, MD

IDA Center for Computing Sciences; Bowie (MD); On-site; USD 68,000 - 109,000; Full time

Job summary

IDA Center for Computing Sciences in Bowie, Maryland is hiring a Computer Systems Support (Help Desk Technician) to provide frontline IT support for multiplatform endpoint devices, teleconferencing, and AV systems.

The role emphasizes adherence to IT best practices and security policies, with potential outside-hours coverage. Responsibilities include troubleshooting, account management, and event setup, while collaborating with engineering on IT initiatives.

Qualifications

• Bachelor of Science degree in Computer Science or related field with one year minimum experience supporting microcomputer software, hardware, peripherals, networks and user support.
• Experience with Microsoft operating systems and Linux operating systems.
• Ability to lift and move equipment as necessary.
• Working knowledge of Ticketing and inventory software.
• Understanding of servers, systems, and software.
• Knowledge of Ethernet, TCP/IP, network cabling and remote access methods.
• Self-motivated and able to work with minimal supervision.
• Effective communication with all levels of staff; strong interpersonal skills.
• Willingness to work hours outside a regular schedule.
• US citizenship is required.
• Ability to obtain and maintain a Top Secret SCI with full-scope polygraph clearance.
• Ability to obtain and maintain DoD 8570 IAT II certification within 6 months of hire date.

Responsibilities

• Responds to Help Desk and Change Requests following SOP; troubleshoots, supports multiplatform endpoints, networking and conference systems.
• Performs admin tasks: warranty/license maintenance, records management, configuration management, inventory processing.
• Supports IT technology initiatives and collaborates with engineering to deploy operational support.
• Maintains systems to meet security and business requirements per IDA guidelines.
• Maintains both classified/unclassified systems and services for availability.
• Communicates issues to IT Manager and escalates as needed.
• Triages user issues and responds to alerts from systems and vendors.
• Manages user accounts across systems.
• Sets up and breaks down equipment for offices, labs, and events.
• Performs proactive testing of equipment and systems.

Skills

Windows support

Linux support

Customer support

Self-motivation

Written and verbal communication

Education

Bachelor of Science in CS or related field

High school diploma + 3 years related experience

Tools

Ticketing software

Network tools

Job description

Overview

The Institute for Defense Analyses (IDA) has an immediate career opening for a Computer Systems Support (Help Desk Technician). This opening is located at IDA's Center for Computing Sciences in Bowie, Maryland (CCS). IDA offers a competitive salary, an excellent benefits package and a superior professional working environment. To the right individual, IDA offers the opportunity to have a major impact on key national programs while working on fascinating technical issues.

Under general supervision, this position provides technical and operational support of computers, peripherals, endpoints, teleconference and audiovisual systems. Troubleshoots and resolves problems with limited scope. Provides technical and operational support in the implementation of IT programs and project initiatives. Adheres to IT best practices, corporate and security policy. Due to the nature of this position, and the requirement for extended coverage, this position may be required to work hours outside of a regular schedule.

We support transparency, equity, and fairness in our compensation program and provide a reasonable estimate of the salary range based on data-driven market analysis for each position. While it is not typical for an individual to be hired at or near the top of the range, a reasonable estimate of the salary range for this role is $68,147 - $109,036. Individual salary within this range will be commensurate with the incumbent's experience, unique skills and qualifications, and other relevant factors.

Benefits at IDA

At IDA, we pride ourselves on offering a comprehensive benefits package that ensures the well-being and security of our staff and their families. We provide a range of medical plans as well as stand-alone dental and vision coverage. Our retirement plans are designed to secure the financial future of our staff, featuring a generous contribution of 10% of base salary to our Qualified Retirement Plan after six months of service. We are committed to promoting a healthy work-life balance with a flexible work environment, an Employee Assistance Plan, paid parental leave, 10 paid holidays, and generous paid time off. IDA encourages professional development and offers tuition reimbursement and other learning opportunities. Learn more about our robust benefit offerings here.

Join IDA, where your health, career, and future are in great hands!

Primary Responsibilities:

• Responds to Help Desk Requests and Change Requests following standard operating practices and procedures (SOP). Troubleshoots and resolves operational deficiencies in operating systems and application software. Provides technical support and user assistance for multiplatform endpoint systems, telecommunications, mobile devices, networking and conference support.
• Provides operational support and performs a range of administrative tasks including: warranty and license maintenance, records management, configuration management, office administration, scripting, SOP, problem resolution guides, conference support schedules, IT inventory processing and maintaining the tape/disk library and media libraries for offsite storage.
• Assists in the implementation of IT technology initiatives. Partners with the engineering staff to ensure the successful deployment and transition of operational support.
• Maintains all systems to meet or exceed the business and security requirements in accordance with IDA directives and guidelines.
• Maintains classified and unclassified systems and services, ensuring optimum performance and availability.
• Communicates all computer network, system and service problems and outages immediately to the IT Manager.
• Triage issues reported by end users and responds to issues and alerts from systems, carriers, and vendors.
• Creates/suspends/remove accounts as needed in various systems.
• Setup/breakdown/move/install equipment in offices, work areas, data centers, labs and event spaces. Setup/break down equipment for events.
• Proactively tests equipment and systems for early fault detection.
• Assists with needs from other centers on technologies housed in IDA-CCS as needed.
• Performs other duties as assigned.

Minimum Requirements/Qualifications:

• Bachelor of Science degree in Computer Science or related field with one year minimum experience supporting microcomputer software, hardware, associated peripherals, networks and computer user support OR high school diploma with three years minimum experience supporting microcomputer software, hardware, associated peripherals, networks and computer user support.
• Experience with Microsoft operating systems, and with Linux operating systems.
• Ability to lift and move equipment as necessary.
• Working knowledge of Ticketing and inventory software.
• Possess working knowledge and principles in supporting servers, systems, and software.
• Working knowledge of Ethernet, TCP/IP, network cabling and remote access methodologies.
• Must be self-motivated and able to work with general to no supervision.
• Ability to communicate effectively in both written and verbal form and with all levels of employees; possess good interpersonal skills.
• Must be willing to work hours outside of a regular schedule.
• US citizenship is required.
• Ability to obtain and maintain a Top Secret SCI with a full-scope polygraph clearance.
• Ability to obtain and maintain DoD 8570 IAT II certification within 6 months of hire date.

U.S. Citizenship is required

Ability to obtain and maintain a security clearance is required

IDA is an equal opportunity employer committed to providing a fair recruiting process and working environment free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability or protected veteran status.

IDA is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process or in order to perform the essential functions of a position, please send an email to [e-mail] and let us know the nature of your request and contact information.

https://www.dol.gov/agencies/ofccp/compliance-assistance/self-id-forms-video