NOC Helpdesk Specialist

GDIT is seeking a Network Operations Service Center (NOSC) Help Desk Specialist to support 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 Saturday – Wednesday from 4:00 PM – 12:30 AM.  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.

HOW A NOSC HELP DESK SPECIALIST WILL MAKE AN IMPACT:

• 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

Required Skills:

• Associate’s Degree (or equivalent) and at least 3 years of related experience.
• Minimum of two years of experience supporting Windows 10 and MAC computers in a Tier 1 or higher environment
• Working knowledge of Helpdesk software and remote control interactions
• Knowledge of commonly used concepts, practices, and procedures for end user technical support
• Advanced troubleshooting skills
• Must be able to obtain a NIH Public Trust

Desired Skills:

• Excellent client-facing experience
• Good problem-solving and research skills
• Ability to effectively communicate
• Previous work in an IT Service Center and/or data center