NOC Helpdesk Specialist

$51,542 - $69,722/Yr

GD Information Technology, Inc. - Bethesda, MD

Full-time - Entry Level

Remote - Bethesda, MD

10,001+ employees

About the position

The NOC Helpdesk Specialist will support the National Library of Medicine (NLM) by providing Tier 1 technical support to clients, ensuring the smooth operation of critical infrastructure and applications. This role is essential for public health and involves working on-site at the National Institutes of Health main campus, primarily during evening shifts from Thursday to Monday.

Responsibilities

• Provide front line customer support and solve basic technical problems.
• Track and document detailed information about each customer's service need in an incident management system.
• Perform first-line (tier 1) support for desktop hardware, peripherals, and software applications.
• Escalate unresolved queries to the next level of support.
• Ensure proper recording, documentation, and closure of tickets.
• Send broadcast messages with updates/news organization-wide.
• Monitor and ensure NLM systems and programs are running appropriately.

Requirements

• AS/AA degree or equivalent education.
• Minimum of three years of related experience.
• At least two years of experience supporting Windows 10 and MAC computers in a Tier 1 or higher environment.
• Working knowledge of Helpdesk software and remote control interactions.
• Knowledge of commonly used concepts, practices, and procedures for end user technical support.
• Advanced troubleshooting skills.
• Excellent client-facing experience.
• Good problem-solving and research skills.
• Ability to effectively communicate.

Nice-to-haves

• Previous work in an IT Service Center and/or data center.

Benefits

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Paid vacation and holidays