Help Desk Specialist
December 7, 2022
Help Desk Specialist
Job ID: req3117
Employee Type: exempt full-time
Division: Vaccine Clinical Materials Program
Facility: Frederick: G-WAY
Location: 7116 Geoffrey Way, Frederick, MD 21704 USA
The Frederick National Laboratory is a Federally Funded Research and Development Center (FFRDC) sponsored by the National Cancer Institute (NCI) and operated by Leidos Biomedical Research, Inc. The lab addresses some of the most urgent and intractable problems in the biomedical sciences in cancer and AIDS, drug development and first-in-human clinical trials, applications of nanotechnology in medicine, and rapid response to emerging threats of infectious diseases.
Accountability, Compassion, Collaboration, Dedication, Integrity and Versatility; it's the FNL way.
PROGRAM DESCRIPTION
The Vaccine Clinical Materials Program (VCMP), part of Leidos Biomedical Research at the Frederick National Lab, supports the National Institute of Allergy and Infectious Diseases (NIAID) Vaccine Research Center (VRC). Its' mission is to advance preclinical and clinical research, product development, and manufacture of novel clinical-stage vaccines and biologics to address current and/or emerging infectious diseases of global significance (e.g., HIV-AIDS, Influenza, Ebola, Malaria, Novel Coronavirus, Tuberculosis). The VCMP is responsible for the operation of a Frederick MD -based pilot plant facility and is actively engaged in cGMP manufacture, testing, release, and supply of Phase I /II clinical products for investigational use in the US and globally.
KEY ROLES/RESPONSIBILITIES
BASIC QUALIFICATIONS
To be considered for this position, you must minimally meet the knowledge, skills and abilities listed below:
PREFERRED QUALIFICATIONS
Candidates with these desired skills will be given preferential consideration:
Equal Opportunity Employer (EOE) | Minority/Female/Disabled/Veteran (M/F/D/V) | Drug Free Workplace (DFW)
#readytowork
Job ID: req3117
Employee Type: exempt full-time
Division: Vaccine Clinical Materials Program
Facility: Frederick: G-WAY
Location: 7116 Geoffrey Way, Frederick, MD 21704 USA
The Frederick National Laboratory is a Federally Funded Research and Development Center (FFRDC) sponsored by the National Cancer Institute (NCI) and operated by Leidos Biomedical Research, Inc. The lab addresses some of the most urgent and intractable problems in the biomedical sciences in cancer and AIDS, drug development and first-in-human clinical trials, applications of nanotechnology in medicine, and rapid response to emerging threats of infectious diseases.
Accountability, Compassion, Collaboration, Dedication, Integrity and Versatility; it's the FNL way.
PROGRAM DESCRIPTION
The Vaccine Clinical Materials Program (VCMP), part of Leidos Biomedical Research at the Frederick National Lab, supports the National Institute of Allergy and Infectious Diseases (NIAID) Vaccine Research Center (VRC). Its' mission is to advance preclinical and clinical research, product development, and manufacture of novel clinical-stage vaccines and biologics to address current and/or emerging infectious diseases of global significance (e.g., HIV-AIDS, Influenza, Ebola, Malaria, Novel Coronavirus, Tuberculosis). The VCMP is responsible for the operation of a Frederick MD -based pilot plant facility and is actively engaged in cGMP manufacture, testing, release, and supply of Phase I /II clinical products for investigational use in the US and globally.
KEY ROLES/RESPONSIBILITIES
- Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware
- Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment
- Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects
- May conduct training programs designed to educate an organization's computer users about basic and specialized applications
- May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions
- May include company-wide, web-enabled solutions
- Providing support in person, over the phone, or via remote access
- Monitor the help desk inbox and convert to help desk tickets in the Alloy Help Desk system
- Process requests in a timely manner and escalate to System Administrators when necessary
- Follow up with employees to ensure issue has been resolved
- Ability to walk the employee through the problem-solving process and ask appropriate questions to determine the nature of the problem
BASIC QUALIFICATIONS
To be considered for this position, you must minimally meet the knowledge, skills and abilities listed below:
- Possession of a Bachelor's degree from an accredited college or university according to the Council for Higher Education Accreditation (CHEA) in Computer Science or an IT related field (In lieu of a degree, four (4) years of relative experience in Information Technology, Computer Science, or Information Systems Management or related may be substituted for the required education). Foreign degrees must be evaluated for U.S. equivalency
- In addition to the education requirement, must have two (2) years of experience
- Must possess basic Microsoft Office skills
- Ability to obtain and maintain a security clearance
PREFERRED QUALIFICATIONS
Candidates with these desired skills will be given preferential consideration:
- Familiar with Alloy Service Desk software program
- Familiar with Bomgar Software for remote support
- Excellent communication and interpersonal skills
- Good problem solving, analytical, and team-working skills
- Detail oriented in order to keep thorough notes on tickets
Equal Opportunity Employer (EOE) | Minority/Female/Disabled/Veteran (M/F/D/V) | Drug Free Workplace (DFW)
#readytowork