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Helpdesk Support Specialist
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Maryland data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$56,630 / year median in Maryland
-7% projected decline
Job Description
NIH/NIAID.
This role operates within a hybrid environment and is responsible for user support, issue diagnosis, and solution implementation. The position requires experience supporting IT support functions in a mission-driven environment. Program Overview The program provides content management and support services for NIH/NIAID, supporting health and biomedical research initiatives.Key Details Location:
5601 Fishers Lane, Rockville, MD 20852 / Hybrid (onsite Wednesday and Thursday; remote the remainder of the week)Clearance:
Ability to obtain and maintain a Public Trust suitability Responsibilities- Provide support to users for software issues
- Respond to user calls, diagnose problems, and recommend solutions
- Leverage principles, theories, and concepts relevant to job assignments
- Demonstrate proficiency in troubleshooting and operational tasks
- Contribute to project and program completion
- Interface with internal and external customers Required Qualifications
- 3+ years of customer or technical support experience
- Experience with ServiceNow and Jira for ticketing
- Knowledge of COTS tools such as SharePoint, Content Server, or Documentum
- Foundation in IT concepts: open source, SAS products, cloud
- Ability to communicate effectively with developers
- Ability to work independently and manage multiple tasks in a fast-paced environment
- HS diploma or GED
- US Citizenship or Green Card eligibility Preferred Qualifications
- Experience with Business Process Management (BPM) tools and their purposes
- Willingness to learn and grow towards roles such as