Help Desk Specialist

Remote Help Desk Specialist role providing first-line support for NIH NIAID NEAT enterprise applications, focusing on hardware/software troubleshooting and end-user assistance for cloud-related migration and modernization under a government contract.

Responsibilities

• Act as the initial contact for diagnosing hardware and software issues across PCs, Macs, and printers, providing rapid triage and escalation as needed.
• Respond to requests during business hours via phone, email, or other communication channels, delivering clear, concise, and timely guidance.
• Track all requests through resolution to the requester’s satisfaction.
• Provide periodic status updates to requesters, keeping them informed of progress until resolution.
• Define support tiers, response timelines, and protocols to effectively resolve problems while maintaining a comprehensive knowledge base for software and support activities.
• Deliver multi-channel support by phone, email, web, and in person for users dealing with email systems, directory services, operating systems, desktop applications, and applications deployed or developed within the environment.

Requirements

• Bachelor’s degree in Computer Science, Information Security or related field.
• Active Public Trust or higher security clearance.
• Experience providing help desk support for Health IT agencies and software development initiatives.
• Reside within the Washington DC Metro area.
• Travel within the Washington DC Metro Area, and CONUS as needed.

Technologies

• PC
• Mac

Benefits

• Benefits - Everforth ECS