Help Desk Specialist

ECS is seeking an experienced Help Desk Specialist to work remotely providing support for cloud-related application and infrastructure migration and modernization efforts performed under this contract for NIH NIAID Enabling and Advancing Technologies (NEAT). This engagement supports the External Enterprise Software Development Support Services program area which includes the development, support, and maintenance of NIH enterprise applications managed by the Software Engineering Branch.

Please Note: This position is contingent upon [contract win].

The NIAID NEAT Help Desk Specialist will provide help desk support services for NIAID SEB-managed NIH Enterprise applications systems and address inquiries regarding applications maintained by the SEB.

Key Responsibilities:

• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Respond to requests in a clear, concise, and timely manner during business hours (via telephone, e-mail, or other communication method).
• Track all requests until completed to the requestor's satisfaction.
• Periodically notify requesters regarding the status of their request.
• Establish support tiers, timelines and protocols to strategically resolve customer problems and maintain knowledge base for all software and support activities.
• Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed.