NIH Desktop Engineer (Level I)
On-siteBethesda, Maryland, United States
Job Summary
Provide polite, friendly, professional customer service while troubleshooting technical and hardware/software issues to ensure customer satisfaction. Perform installations, upgrades, and configurations for desktops, servers, routers, and mobile devices, then document incident status and solutions using a ticket tracking system. Accept warm transfers from other technicians, coordinate post-installation maintenance, and keep track of hardware inventory with weekly status reports. Efficiently escalate issues to higher tiers when needed to maintain SLA compliance. Work with IT managers and engineering teams to resolve customer issues and prepare documentation for configuration changes.
Required Qualifications
- Must be detail-oriented, organized, and can work under tight deadlines
- Must have a comprehensive knowledge of generic IT hardware devices
- Must have the ability to read and understand installation guides, wiring drawings, system requirements and site-specific installation policies/procedures
- Must have excellent analytical skills in troubleshooting IT hardware installation, application setup, and maintenance, testing capabilities, problem identification, and/or resolution
- Must understand how to configure IT hardware, and/or be able to communicate with engineering for directives on newer system's configuration
- Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration
- Excellent written and verbal communication skills with the ability to communicate very well with users, peers and managers
- Knowledge of IT Hardware systems and their configurations
- Experience troubleshooting IT Hardware systems
- 3+ years progressive experience in hardware installations or as a Tier II Customer Support Representative in a federal government IT service delivery operation chartered with large scale, multi-faceted IT support
- Must have at least one of the following certs: CompTIA+, CompTIA-Network+ and CompTIA- Server+
- Must be able to obtain and/or pass a public trust background check
- Must be able to work flexible hours and multiple locations
- GED with a minimum of 5+ years' years demonstrated related work experience in a large multi-platform Information Services environment
Desired Qualifications
- NIH experience
- ITIL Cert
- HDI institute certifications
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