NOSC Helpdesk Specialist
General Dynamics Information Technology, Bethesda, MD, United States
Network Operations Service Center (NOSC) Help Desk Specialist
Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Specialist and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.
MEANINGFUL WORK AND PERSONAL IMPACT As a Network Operations Service Center (NOSC) Help Desk Specialist, the work you’ll do at GDIT will be impactful to the mission of 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 Wednesday – Sunday or Thursday - Monday from 3:00 PM - 11:30 PM. 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
WHAT YOU’LL NEED TO SUCCEED
Education: Associates of Arts/Associates of Science
Experience: 3+ years of related experience
Technical skills:
Minimum of two years of experience supporting Windows 10/11 and MAC computers in a Tier 1 or higher environment
Working knowledge of Helpdesk software and remote control interactions
Client-facing experience
Knowledge of commonly used concepts, practices, and procedures for end user technical support
Advanced troubleshooting skills
Security clearance level: Must be able to obtain a NIH Public Trust
Role requirements:
Excellent client-facing experience
Good problem-solving and research skills
Ability to effectively communicate
Preferred Skills: Previous work in an IT Service Center and/or data center
Location: Onsite
GDIT IS YOUR PLACE
Growth: AI-powered career tool that identifies career steps and learning opportunities
Support: An internal mobility team focused on helping you achieve your career goals
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
Community: Award-winning culture of innovation and a military-friendly workplace
OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
#J-18808-Ljbffr
Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Specialist and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.
MEANINGFUL WORK AND PERSONAL IMPACT As a Network Operations Service Center (NOSC) Help Desk Specialist, the work you’ll do at GDIT will be impactful to the mission of 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 Wednesday – Sunday or Thursday - Monday from 3:00 PM - 11:30 PM. 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
WHAT YOU’LL NEED TO SUCCEED
Education: Associates of Arts/Associates of Science
Experience: 3+ years of related experience
Technical skills:
Minimum of two years of experience supporting Windows 10/11 and MAC computers in a Tier 1 or higher environment
Working knowledge of Helpdesk software and remote control interactions
Client-facing experience
Knowledge of commonly used concepts, practices, and procedures for end user technical support
Advanced troubleshooting skills
Security clearance level: Must be able to obtain a NIH Public Trust
Role requirements:
Excellent client-facing experience
Good problem-solving and research skills
Ability to effectively communicate
Preferred Skills: Previous work in an IT Service Center and/or data center
Location: Onsite
GDIT IS YOUR PLACE
Growth: AI-powered career tool that identifies career steps and learning opportunities
Support: An internal mobility team focused on helping you achieve your career goals
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
Community: Award-winning culture of innovation and a military-friendly workplace
OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
#J-18808-Ljbffr