POSITION/TITLE: Service Desk Specialist

EMPLOYMENT STATUS: Regular/Full Time

POSITION'S HOURS/SHIFT: 40 hours, M-F between the hours of 7AM-6:30 PM

REPORTS TO: Program/Project Manager

CLEARANCE: None

LOCATION: Bethesda, MD

POSITION SUMMARY:

Computer Integration & Programming Solutions Corp. (CIPS), located in Bethesda, MD is seeking  Service Desk Specialist to provide

technical support services for the National Institutes of Health’s, Center for Information and Technology (NIH CIT).

ESSENTIAL DUTIES & RESPONSIBILITIES:   

 

• Provide troubleshooting/support services by identifying problems, performing necessary research, providing resolutions and following up on customer satisfaction

• Provide troubleshooting and technical support on application connectivity issues, and service customer calls and e-mail issue requests on multiple platforms and operating systems and resolving them per customer service level agreement

• Troubleshoot networking issues by utilizing researching applications, tech forums, internal knowledge base, and manufacturer’s websites to accurately assist the customer in arriving at a solution.

• Conducts performance checks to evaluate conditions of pc hardware

• Assists customers through remote assistance software, such as Remote Desktop Connection, Windows Remote Assistance, and Microsoft Lync with applications such as ITAS nVision, and NBS.

• Record all issues/problems within the NIH Service Now system; and update and close tickets when resolved

• Act as liaison to strengthen relationship between NIH and CIT Help Desk agents, Relationship Management team and IC Support Personnel.

• When managing, triage customer service tickets to appropriate agents

• Perform quality assurance and assess agent’s job performance

• Assist other support agents when needed and provide interpretation and escalation intervention on technical problems as needed

• Identify errors with tickets, routing and provide solutions timely

• Coordinate communications channels during major incidents and record problem investigations in Service Now tracking system in timely fashion

• Follow quality control workflow to ensure proper documentation and quality of case handling

QUALIFICATIONS:

 

• Possess knowledge in Active Directory Management Software

• Proficient in Microsoft Office  Suites, Internet Explorer, Fire fox, e-mail setup and configuration,

• Knowledge of Service Now or similar Ticketing System

• Strong organizational, analytical and customer service skills

 

EXPERIENCE:

• Experience in Windows and Mac OS, and ITIL Help Desk Structure is desired

• Experience with TCP/IP, FTP, computer networking, ITIL, workstation setup, peripheral setup, PC repair & troubleshooting, Remote Desktop, Norton Antivirus, and Adobe Acrobat, Altiris(desktop rebuilds), MS Communicator (Remote Assistance), Bomgar remote support client is desired

 

EDUCATION:
     High School or related BA or BS, or equivalent combination of education and experience


Choosing CIPS as your next employer provides you with a comprehensive, progressive work-life benefits package consisting of highly competitive pay, performance incentives and array of benefits.
CIPS is an Equal Opportunity Employer