Help Desk Specialist

Alpha Omega • Vienna, VA

7d • $43,000 - $60,000 • Onsite

About The Position

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.

Requirements

• 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).

Nice To Haves

• 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.

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; escalate 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.

Benefits

• PTO including paid parental, military, and bereavement leave
• Eleven (11) paid Federal holidays, five of which are floating holidays (as designated by the company’s holiday schedule each year)
• Health and Dental Insurance (including 100% employer paid premiums for employee coverage under the HDHP health plan)
• Life Insurance, STD/LTD term disability coverage, with employer paid premiums
• 401 (k) plan with a match that is 100% vested after you complete two years of service
• FSA/DFSA/HSA flexible benefit plans
• Annual Tuition & Professional Development Reimbursement benefit

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed