Help Desk Specialist

Help Desk SpecialistTitle: Help Desk SpecialistLocation: Rockville, MDDescription Responsibilities:Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy.Desktop Support - Provide technical support on software, hardware, and operating systems (Windows and MacOS), including installations, configurations, maintenance, troubleshooting, imaging new systems and processing outgoing surplus/donation systems, preparing GFE laptops and phones for international travel. Also includes printer support, setup/troubleshooting VoIP phones and setup/configuration.Mobile Device Support – Support managed mobile devices on iOS and AndroidProvide technical support to end-users by troubleshooting software and hardware issues, providing guidance on proper usage, and identifying areas of improvement.Install, maintain, and upgrade equipment, hardware, and software.Collaborate with other members of the technical support teams.Communicate effectively with users to gather information and identify and resolve problems.Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.Workstation: Schedule, setup and breakdown.Required Skills:1+ years of customer service experience1 to 3 years exp. with Windows 100 to 1 years exp. with Macintosh operating systems0 to 1 years exp. with Network and re-imaging workstationsPreferred Skills:PC/Windows SupportMacintoshiOS and AndroidActive DirectoryMicrosoft Office 365Microsoft TeamsEducation:High School Diploma or higher Intellect Solutions