Helpdesk Specialist I/II

Job ID: req3809
Employee Type: exempt full-time
Division: Clinical Monitoring Research Program
Facility: Frederick: INDUS
Location: 5705 Industry Lane, Frederick, MD 21704 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

Within Leidos Biomedical Research Inc., operator of the Frederick National Laboratory for Cancer Research, the Clinical Monitoring Research Program Directorate (CMRPD) provides high-quality comprehensive and strategic operational support to high-profile domestic and international clinical research initiatives sponsored by the National Cancer Institute (NCI), the National Institute of Allergy and Infectious Diseases (NIAID), the National Institutes of Health (NIH), and several other institutes within NIH. CMRPD’s ability to provide rapid responses and high-quality solutions, and to recruit and retain experts with a variety of backgrounds, allows the directorate to facilitate strategic support to the growing clinical research portfolios of NCI, NIAID, and other NIH divisions/offices/centers. CMRPD’s support services are aligned with the program’s mission to provide comprehensive clinical trials operations and program/project management services to advance scientific clinical research that complies with applicable regulations and guidelines, maintains data integrity, and protects human subjects. CMRPD services include clinical trials monitoring, regulatory affairs support, clinical safety oversight, protocol navigation/protocol development, and programmatic and project management support to facilitate the conduct of more than 400 Phase I, II, and III domestic and international trials annually. These trials investigate the prevention, diagnosis and treatment of cancer, influenza, HIV, infectious diseases and emerging health challenges like Ebola virus and COVID-19, heart, lung, and blood disorders, parasitic infections, and rare and neglected diseases. CMRPD’s collaborative approach to clinical research support and the expertise and dedication of staff to the continuation and success of CMRPD’s mission has contributed to improving the overall standards of public health on a global scale.

The Clinical Monitoring Research Program Directorate (CMRPD) provides specialized IT support to the National Institute of Allergy and Infectious Diseases (NIAID), Intramural Clinical Research Community, Division of Clinical Research (DCR), Office of Clinical Research Policy and Regulatory Oversight (OCRPRO).

KEY ROLES/RESPONSIBILITIES

• Manages user accounts, images, installs, configures, and maintains Microsoft Windows and macOS workstations, laptops, smart phone’s, network printers/scanners, and other networking equipment
• Serves as the initial point of contact for user computer, network, or application related problems and maintains inventory and documentation of computer hardware and software
• Installs, upgrades, and maintains network and client hardware and software
• Identifies and troubleshoots network and desktop hardware and software problems
• Conducts and leads periodic audits of equipment to assure compliance with applicable federal and local policies
• Provides technical guidance to researchers, fellow information technology staff and user personnel of the CMRPD
• Independently evaluates moderately complex problems where judgment is required in resolving problems
• Provides planning and coordination services for hardware deployment, lifecycle replacement and warranty repairs
• Facilitates and provides technical support for meetings conducted via web and videoconferencing technologies
• This position is located in Frederick, Maryland

BASIC QUALIFICATIONS

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

• Possession of Bachelor’s degree in information technology from an accredited college/university according to the Council for Higher Education Accreditation (CHEA) or four (4) years relevant experience in lieu of degree. Foreign degrees must be evaluated for U.S. equivalency
• In addition to educational requirements
  • Helpdesk Specialist I - no experience needed beyond educational requirements
  • Helpdesk Specialist II - a minimum of two (2) years of experience providing administration and support to hardware and software in an enterprise environment
• Must have experience in imaging, installation, configuration, and management of Windows and macOS workstations, laptops, printers, smart phones, and other network related hardware
• Ability to interface at a technical level with research, clinical, administrative and information technology staff
• 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 handle varying workloads
• Ability to obtain and maintain a security clearance

PREFERRED QUALIFICATIONS

Candidates with these desired skills will be given preferential consideration:

• Possession of excellent written communication and organizational skills
• Experience working in a regulated and/or clinical environment
• Microsoft certifications preferred

Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
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