NOSC Helpdesk Specialist
About The Position
Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Specialist and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. MEANINGFUL WORK AND PERSONAL IMPACT As a Network Operations Service Center (NOSC) Help Desk Specialist, the work you’ll do at GDIT will be impactful to the mission of The National Library of Medicine (NLM). You will be part of a NOSC team supporting NLM's mission to be the Nation's primary library supporting biomedical schools across the US. This role supports a critical mission for the public health, working at the prestigious National Institutes of Health main campus. You will provide Tier 1 support to important NLM clients, as well as support their critical infrastructure and applications. This position is Wednesday – Sunday from 3:00 PM - 11:30 PM. You may be asked to switch shifts with other team members based on the needs of the teams. Because this position is considered "essential personnel", you will be required to work during Federal closures or during holidays that may fall on your shift-schedule. Work Visa sponsorship will not be provided for this role.
Requirements
- Education: Associates of Arts/Associates of Science
- Experience: 3+ years of related experience
- Technical skills: Minimum of two years of experience supporting Windows 10/11 and MAC computers in a Tier 1 or higher environment Working knowledge of Helpdesk software and remote control interactions Client-facing experience Knowledge of commonly used concepts, practices, and procedures for end user technical support Advanced troubleshooting skills
- Security clearance level: Must be able to obtain a NIH Public Trust
- Role requirements: Excellent client-facing experience Good problem-solving and research skills Ability to effectively communicate
Nice To Haves
- Previous work in an IT Service Center and/or data center
Responsibilities
- Providing the organization's front line of customer support, solving basic technical problems, and providing support for all assigned areas
- Tracking and documenting detailed information about each customer's service need in an incident management system
- Performing first-line (tier 1) support to determine service interruptions for desktop hardware, peripherals, and software applications
- Escalating unresolved queries to the next level of support
- Ensuring proper recording, documentation, and closure of tickets
- Sending broadcast messages with updates/news organization-wide
- Monitoring and ensuring NLM systems and programs are running appropriately to serve their clients, acting on incidents appropriately when they are detected
Benefits
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Community: Award-winning culture of innovation and a military-friendly workplace
- Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
