Onsite Help Desk Specialist: Multi-Platform IT

Alpha Omega; Vienna (VA); On-site; USD 43,000 - 60,000; Full time

Benefits offered by this job

PTO including paid parental, military,

11 federal holidays (floating)

Health and Dental Insurance (employer)

Life Insurance

401(k) plan with company match

FSA/DFSA/HSA

Tuition & Professional Development Re-

Job summary

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.

The role requires support across PC and Mac platforms, strong knowledge of operating systems and email systems, and a commitment to exceptional customer service. This is an onsite position with a focus on timely response and adherence to NIDCD standards.

Qualifications

• 1+ years of experience in help desk or technical support.

Responsibilities

• 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; expand complex technical problems to appropriate support teams when necessary.
• Maintain accurate records of reported issues and resolutions utilizing ServiceNow 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.

Skills

1+ year exp

PC

Mac

Operating systems

Emails

Printers

Problem solving

Communication

Multitasking

Education

MCSA

MSCE

Apple Certified Support Professional

JAMF Certified Tech

(ISC)2 SSCP

Tools

ServiceNow

Job description

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.

The role requires support across PC and Mac platforms, strong knowledge of operating systems and email systems, and a commitment to exceptional customer service. This is an onsite position with a focus on timely response and adherence to NIDCD standards.