Helpdesk Specialist - REMOTE

SeKON is seeking a Helpdesk Specialist to support NIH NIDDK IT Services. The Helpdesk Specialist serves as the Tier 2 and 3 Support for the NIDDK computer user community.

With over 25 years of experience, SeKON specializes in providing large-scale health IT programs in support of federal government customers including the Centers for Disease Control (CDC), Centers for Medicare and Medicaid Services (CMS), Defense Health Agency (DHA), and National Institutes of Health (NIH).  Our vision “To be the premier management and technology consulting firm providing solutions that improve quality of life and work”. 

RESPONSIBILITIES: (include but not limited to)

• The Helpdesk Specialist responds to customers via phone, in person, and through remote support channels.
• Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
• Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real time, per NIDDK and NIH service standards.
• Documents problem resolutions as knowledge records in the NIH IT Knowledge Base.
• Follows quality control workflow to ensure proper documentation and quality of case handling.
• Provide knowledgeable, customer-focused information technology staff.
• Shall be responsible for day-to-day interactions with the NIDDK staff, with the intent of quickly identifying and resolving service requests.
• Shall be proficient support current Windows and macOS versions.
• Monitor and respond to application alerts according to established monitoring plans.
• Coordinate communication channels during major incidents and record problem investigations in the NIH My IT Service Management System in a timely fashion.

REQUIREMENTS:

• This position requires a Bachelor's degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience.
• Requires technical computer and customer service skills.

• Must have one or more of the following:
  • Foundation Certificate in IT Service Management (ITIL) v3 or higher
  • MTA: Microsoft Technology Associate
  • MCSA: Microsoft Certified Solutions Associate, MSCE: Microsoft Certified Solutions Expert
  • Apple Certified Support Professional, Apple Certified Associate - Mac Integration Basics
  • CompTIA A+ Certified Professional, CompTIA Network+ Certified Professional, CompTIA Security+ Certified Professional
  • Jamf Certified Tech, Jamf Certified Expert