Help Desk Specialist

Help Desk Specialist

Job ID: req4508
Employee Type: exempt full-time
Division: Vaccine Clinical Materials Program
Facility: Frederick: G-WAY
Location: 7116 Geoffrey Way, Frederick, MD 21704 USA

The Frederick National Laboratory is 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 Vaccine Clinical Materials Program (VCMP), part of Leidos Biomedical Research at the Frederick National Lab, supports the National Institute of Allergy and Infectious Diseases (NIAID) Vaccine Research Center (VRC). Its’ mission is to advance preclinical and clinical research, product development, and manufacture of novel clinical-stage vaccines and biologics to address current and/or emerging infectious diseases of global significance (e.g., HIV-AIDS, Influenza, Ebola, Malaria, Novel Coronavirus, Tuberculosis). The VCMP is responsible for the operation of a Frederick MD -based pilot plant facility and is actively engaged in cGMP manufacture, testing, release, and supply of Phase I /II clinical products for investigational use in the US and globally.

KEY ROLES/RESPONSIBILITIES

• Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
• Installs, configures, and troubleshoots desktop systems, workstations and network issues in a heterogeneous environment.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Communicates highly technical information to both technical and nontechnical personnel.
• Recommends hardware and software solutions, including new acquisitions and upgrades.
• May participate in development of information technology and infrastructure projects.
• May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.
• May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions.
• Providing support in person, over the phone, or via remote access.
• Monitor the help desk inbox and convert to help desk tickets in the Alloy Help Desk system.
• Process requests in a timely manner and escalate to System Administrators when necessary.
• Follow up with employees to ensure issue has been resolved.
• Ability to walk the employee through the problem-solving process and ask appropriate questions to determine the nature of the problem.
• Ensure proper recording, documentation, and closure of issues.
• Proactively track levels of IT supplies (toner, peripherals, laptops).

BASIC QUALIFICATIONS

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

• Possession of Bachelor’s degree 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 the education requirement, a minimum of two (2) years of related experience.
• Must possess basic Microsoft Office skills.
• Experience using a Helpdesk support System (e.g., Alloy, Remedy, ServiceNow).
• Experience using a remote support software system (e.g., Bomgar, LogMeIn).
• Strong client-facing, communication, and interpersonal skills.
• Advanced troubleshooting and multi-tasking skills.
• Detail oriented in order to keep thorough notes on tickets.
• Knowledge of computer hardware setups. Including use of multiple monitors, docking stations, printer installations.
• Ability to obtain and maintain a security clearance.

PHYSICAL REQUIREMENTS

• Physical requirements include the ability to maintain balance at all times, walk, kneel, hear (corrective appliance allowed), use of both hands, arms, and legs (prosthetic allowed), use of all fingers, carry up to 25 lbs, reach above shoulders, push/pull, repeated bending and stand for extended periods.
• Ability to respond to verbal instruction and cues in a sterile environment where staff are wearing face masks.
• Ability to wear Personal Protective Equipment (PPE).
• Ability to Enter a Laboratory or Encounter a Hazardous Area.
• Pacemaker prohibited.
• Repeated bending.

PREFERRED QUALIFICATIONS

Candidates with these desired skills will be given preferential consideration:

• Familiar with Sage X3, LabVantage LIMS, , OpenText Content Server, Lonza MODA-EM.
• Ability to learn/navigate multiple software programs.
• Advanced skills in Microsoft Word. Excel, and PowerPoint.
• Use of Office 365 and Microsoft Teams.
• Familiarity with Windows 11.
• Familiarity with Noventri Suite.

Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, color, 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.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

57,800.00 - 82,711.00 USD

The posted pay range for this job is a general guideline and not a guarantee of compensation or salary. Additional factors considered in extending an offer include, but are not limited to, responsibilities of the job, education, experience, knowledge, skills, and abilities as well as internal equity, and alignment with market data.

The salary range posted is a full-time equivalent salary and will vary depending on scheduled hours for part time positions