Position Description

Help Desk Specialist
Work Location Silver Spring, MD
Exemption Status Exempt
Full Time or Part Time Full time
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Position Description
The Help Desk is the central point of contact between users and IT and has a broad range of responsibilities, including delivering high quality hardware and software support, identifying and lowering IT costs, supporting process and technology changes, and ensuring user satisfaction. Responsibilities also include identifying business opportunities, receiving and tracking calls from users, attempting to resolve issues at initial contact, escalating incidents, notifying users of progress, and maintaining agreed-upon service levels. As the focal point for all IT service requests, this individual will assist the Help Desk personnel by performing routine tasks.

The right candidate will be creative and familiar with a variety of IT concepts, practices, and procedures. The candidate will rely on experience and judgment to plan and accomplish goals and perform a variety of complicated tasks. May be responsible for leading and directing the work of others. Specifically, will be responsible for:

  • Identify, research, and resolve complex technical problems and works with vendors.
  • Create and evolve Help desk related standard concepts, practices, and procedures to ensure service levels are maintained.
  • Document, track, and monitor IT service requests to ensure resolution in a timely manner.
  • Assist in updating and maintenance of the Configuration Management Database (tracking of IT assets)
  • Troubleshooting, upgrading and/or replacing hardware and software components including but not limited to operating system installation, motherboard or power supply replacements, and software and license installation.
  • Take ownership of service tickets, assign and or resolve requests
  • Use Active Directory (AD) to manage user accounts and computers, as well as linking GPOs to OUs and Groups.
  • Oversee printers, supplies, and print server.
  • Collaborate with stakeholder to identify solutions to problems presented in virtualizing and working with software representatives to find solutions to problems.
  • Scan and patch systems that were showing up as vulnerable.
  • Manage email accounts and email groups in NOAA’s ICAM system.
  • Perform other tasks as assigned under the supervision of the Help Desk Team Leader.

Desired Knowledge

  • ITIL Foundations Concepts
  • Cloud Technology 
  • Citrix Server Support
  • System Administration Windows, Linux
  • IT Security, Vulnerability Remediation

5-7 years of experience in an IT support environment. Must knowledge of Active Directory, network cabling and network file and print services. Proficiency in computer applications: Windows and Microsoft Office applications, required. Must have excellent oral and written communications skills.

Must be able to pass a background investigation to obtain a security badge to enter the applicable government facility.

BA/BS in Computer Science, Information Technology/Systems or related field, or equivalent.

ERT is a VEVRAA Federal Contractor and Equal Opportunity/Affirmative Action employer - All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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ERT is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. In compliance with Title VI, ERT may also provide language translation and interpretation services for visitors and employment candidates. If you need special assistance or accommodation while seeking employment, please contact Human Resources via email at ert-hr@ertcorp.com or by phone at 240-554-0161.