HelpDesk Specialist II

HelpDesk Specialist II

Job ID: req3155
Employee Type: exempt full-time
Division: Applied & Development Research Program
Facility: Frederick: Ft Detrick
Location: PO Box B, Frederick, MD 21702 USA

The Frederick National Laboratory is a Federally Funded Research and Development Center (FFRDC) sponsored by the National Cancer Institute (NCI) and 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.

PROGRAM DESCRIPTION
The primary mission of the Clinical Services Program (CSP), within the Applied Developmental Research Directorate (ADRD), is to perform sequential studies of immune function in patients with cancer, AIDS, chronic granulomatous disease, or other diseases associated with immunologic dysfunction. The CSP Information Technology Data Management Group (DMG) provides direct IT support services to the mission of the CSP. 

KEY ROLES/RESPONSIBILITIES

• Responsible for assisting DMG Network Administrators and providing daily IT support to CSP staff within Administrative and Laboratory environments
• Evaluates needs/problems for users on-site and remotely and takes the necessary actions to resolve them
• Follow up with users٫ provide feedback and see problems through to resolution
• Maintains/records CSP user support requests within the CSP IT support desk system
• Track and record all application installs, troubleshooting, and repairs within the CSP IT support desk system
• Responsible for setting up and deploying new hardware systems
• Maintain hardware and software by conducting regular maintenance and updates
• Upgrade firmware, drivers, software, and outdated hardware systems
• Perform maintenance on all computer related peripherals to ensure sustained operation
• Collaborates with DMG Network Administrators to resolve security or vulnerability issues to ensure the CSP remains compliant for federal security compliance requirements; support and resolve issues with COTS and scientific applications; support and troubleshoot computer workstation problems
• Provide support to scientific computer equipment
• Resolve limited cabling and network connectivity issues
• Provide computer orientation and training to new users
• Prepare computer equipment for decommissioning and surplus
• Maintain the CSP computer system inventory documentation
• Perform other duties as assigned 

BASIC QUALIFICATIONS

To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:

• Possession of a bachelor’s degree in computer science / information systems / information technology or related field from an accredited college or university or four (4) years of related technical experience in lieu of degree. Foreign degrees must be evaluated for U.S. equivalency
• In addition to educational/technical requirements, a minimum of 2-5 years working in an IT support/help desk environment
• Must have experience in the installation, configuration, and support of Windows and Macintosh workstations, laptops, printers, smart phones, and network related hardware
• Ability to interface at a technical level with research, clinical, administrative and information technology staff
• Strong written and oral communication skills
• Detail-oriented in order to track and maintain documentation  for IT support desk request tickets
• Strong organizational, problem solving, and technical troubleshooting skills are essential
• Use excellent customer service skills to exceed customers’ expectations
• Possess the knowledge and skills necessary to install network hardware and software on personal computers and diagnose and/or troubleshoot network, computer, and application related problems 
• Ability to perform functions in a regulated environment, adhering to applicable policies and procedures, and be proficient with the Microsoft Office Suite and Adobe Acrobat platform 
• Ability to work both independently and within a team environment
• Demonstrates effective time management to multi-task within a dynamic, fast-paced environment 
• Ability to obtain and maintain a security clearance

PREFERRED QUALIFICATIONS 

Candidates with these desired skills will be given preferential consideration:

• Experience working in a regulated and/or clinical environment 
• Microsoft certifications

Equal Opportunity Employer (EOE) | Minority/Female/Disabled/Veteran (M/F/D/V) | Drug Free Workplace (DFW)

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