Provides Tier 2 desktop support (telephone, deskside, remote) to users in HW, operating systems (Windows and MacOS), email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, HW, and peripherals. Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding. Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has basic and relevant technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services (file, email, print, web, portal and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Required Skills

Required Experience

Qualifications:

· Requires a high school diploma/GED and a minimum of one year of experience specialized in Desktop Support.

· Specialized experience includes imaging of new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC’s, laptops, tablets, printers), PC operating systems, (e.g., Windows 10, MacOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.

· Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.

· ITSM ticketing system experience is a plus.

· Demonstrated ability to communicate orally and in writing.

· Must have a positive and patient customer service attitude.

· Must be able to work independently and within a team.

· Must be able to attain agency suitability clearance prior to start date.

· Experience supporting a nationwide mid to large Federal agency enterprise is a plus.

· Mac support experience is a plus.

· No specific certifications are required, but A+, MMDA, ITIL v3 / ITIL 4, or other relevant certifications are a plus.

• Must possess a proficient working knowledge of advanced clinical research support practice.

• Must be proficient with personal computer.

• Ability to utilize keen judgment in evaluating information.

• Ability to numerically and accurately enter and calculate test results in an electronic database.

• Ability to work in a stressful environment.

• Must be team oriented