Help Desk Support Tech - 2 (Job 1075)

The Technical IT Support Specialist, Associate is responsible for providing Tier 2 IT support to end-users within the organization, troubleshooting and escalating IT incidents, and maintaining service quality standards.

Requirements

• Serves as the Tier 2 Support for the computer user community.
• Responds to customers via phone, in person, and through remote support channels.
• Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
• Record all activities within the NIH central ticket tracking system and document cases thoroughly and accurately in real time, per service standards.
• Document problem resolutions as knowledge records in the NIH IT Knowledge Base.
• Follows quality control workflow to ensure proper documentation and quality of case handling.
• Must coordinate communications channels during major incidents and record problem investigations in the NIH ServiceNow tracking system in a timely fashion.
• Support Windows and Mac computers and other endpoint devices/peripherals in a lab/scientific environment.

Benefits

• Personal Time Off (PTO)
• medical
• dental
• vision
• supplemental life with AD&D
• short and long-term disability
• flexible spending accounts
• parental leave
• legal services
• 401(k) Retirement Plan with matching component