Help Desk Specialist (Mid Level)

Description

The Help Desk Specialist will provide first-level technical support to NIDDK employees, ensuring immediate access to qualified, knowledgeable IT Help Desk support during business hours. The specialist will be responsible for acknowledging and resolving technical questions and problems, adhering to established Service Level Agreements (SLAs), and maintaining high standards of customer service. 

Requirements

Customer Support:

· Promptly acknowledge email requests from customers within 30 minutes of receipt during business hours.

· Provide courteous, professional, and proficient service to all customers.

· Respond to Very Important Person (VIP) service requests within 60 minutes of initial contact.

· Provide on-site, in-person IT support, as well as remote-control and over-the-phone IT support at all NIDDK Federally controlled facilities.

Ticket Management:

· Review and categorize all incoming tickets based on the Category, Type, and Item (CTI) designations available in the NIH My IT Service Management System.

· Assign initial priority to all tickets and ensure adherence to response and resolution times specified in the SLAs.

· Document all actions related to a request thoroughly in the NIH IT Incident Management System before marking the request as resolved.

· Review and update open tickets on a weekly basis unless ticket priority requires more frequent updates.

Technical Support:

· Configure, install, and support desktop computers, mobile devices, printers, monitors, portable data storage devices, and other peripherals.

· Troubleshoot and resolve issues related to desktop and laptop computers, mobile devices, printers, monitors, portable data storage devices, thin clients, and peripherals.

· Provide end-user support for Unified Communication technologies, both hardware and software.

· Knowledge Base and Documentation:

· Contribute to the development and maintenance of a knowledge base of problems and solutions encountered in daily support activities.

· Create and maintain troubleshooting guides and support guides for specific services.

· Write ad-hoc technical instructions for non-technical users when remote connection, phone support, or face-to-face visits are not possible.

· Customer Feedback and Reporting:

· Solicit, obtain, report, and store customer feedback concerning Help Desk performance.

· Review customer complaints and survey reports of low customer satisfaction.

· Follow up with customers within two business days for any surveys scored as not meeting expectations.

· Report and maintain SLA compliance for response and resolution times for all ticket priorities.

Education: Associate’s degree in Information Technology or related field preferred.

Experience: Minimum of 2 years of experience in a technical support or help desk role.

Technical Skills: Proficiency in Microsoft Windows, macOS, *nix, and mobile devices. Familiarity with NIH My IT Service Management System (ServiceNow) is a plus.

Certifications: CompTIA A+, ITIL Foundation, or equivalent certifications preferred.

Communication Skills: Excellent verbal and written communication skills. Ability to create clear and concise technical documentation.

Customer Service: Strong customer service orientation with the ability to maintain good customer relations.

Problem-Solving: Strong analytical and troubleshooting skills.