Job Classification
Hourly
Job Type
full-time
Category
Service Delivery
Location
ROCKVILLE, MD 20852 US (Primary)
Job Description
LCG is seeking a Desktop Support Engineer to provide day-to-day IT support to the National Institutes of Health in Bethesda, Maryland. Work specifically includes supporting scientific Windows IT systems and software. The candidate must have experience supporting scientific devices. The candidate will be a part of a larger IT team providing dedicated Service Desk support and Infrastructure support. The ideal candidate must have relevant subject matter experience, with demonstrable work experience supporting similar environments at bioinformatics research institutions .
Duties and Responsibilities:
Input data in the government’s trouble ticket system (ServiceNow) and maintain a knowledge base by thorough documentation.
Maintain knowledge to provide answers/solutions to research staff for current IT-related issues by identifying problems, researching answers, and responding to and/or guiding users through corrective steps
Install, configure, maintain, and troubleshoot end-user workstation hardware, software, and peripheral devices connected to scientific IT systems and software.
Coordinate with other and all teams to resolve problems, if necessary.
Manage user accounts and reset passwords using Active Directory tools.
Engage vendors as required for Tier 3 level support
Participate in a rotating queue manager schedule and intermittent onsite support during the pandemic between 7:30am and 6:30pm
Exhibit excellent communication and customer service skills and effectively communicate issues and resolutions to all levels of the organization, especially the Federal technical lead, manager, and chief of the clinic always
Education and Experience Requirements:
Bachelor's degree in technical area (or a related field)
Minimum 5-7 years of supporting similar research initiatives.
Ability to identify and mitigate risks, create solutions, and build consensus around that solution
Ability to manage a range of complex, high-impact projects simultaneously
Ability to work independently and know when to escalate or ask for assistance
Preferred Skill and Certifications:
Familiarity with Service Now incident module
ITIL Foundations version 4 (It will be required once onboarded)