Help Desk Specialist

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., * 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 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.
• 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.
• Ensure proper recording, documentation, and closure of issues.
• Proactively track levels of IT supplies (toner, peripherals, laptops).

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 a related field (Qualifying experience (4 years) in help desk or desktop support may be substituted for the required education). Foreign degrees must be evaluated for U.S. equivalency.
• In addition to the education requirement, must have an additional 2 years of desktop support experience.
• Must possess basic Microsoft Office skills.
• Experience using a Helpdesk support System (e.g., Alloy, Remedy, ServiceNow).
• Experience using a remote support software system (e.g., Bomgar, LogMeIn).
• Strong client-facing, communication, and interpersonal skills.
• Advanced troubleshooting and multi-tasking skills.
• Detail oriented in order to keep thorough notes on tickets.
• Knowledge of computer hardware setups. Including use of multiple monitors, docking stations, printer installations.
• Experience with desk-side support and physical hardware troubleshooting.
• Ability to obtain and maintain a security clearance., * Physical requirements include the ability to maintain balance at all times, walk, kneel, hear (corrective appliance allowed), use of both hands, arms, and legs (prosthetic allowed), use of all fingers, carry up to 50lb, reach above shoulders, climb ladders, push/pull, repeated bending and stand for extended periods.
• Ability to respond to verbal instruction and cues in a sterile environment where staff are wearing face masks.
• Ability to wear Personal Protective Equipment (PPE).
• Ability to Enter a Laboratory or Encounter a Hazardous Area.
• Pacemaker prohibited.
• Repeated bending.

PREFERRED QUALIFICATIONS

Candidates with these desired skills will be given preferential consideration:

• Familiar with Sage X3, LabVantage LIMS, , OpenText Content Server, Lonza MODA-EM.
• Ability to learn/navigate multiple software programs.
• Advanced skills in Microsoft Word. Excel, and PowerPoint.
• Use of Office 365 and Microsoft Teams.
• Familiarity with Windows 11.
• Familiarity with Noventri Suite.

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here

57,800.00 - 82,711.00 USD

The posted pay range for this job is a general guideline and not a guarantee of compensation or salary. Additional factors considered in extending an offer include, but are not limited to, responsibilities of the job, education, experience, knowledge, skills, and abilities as well as internal equity, and alignment with market data.

The salary range posted is a full-time equivalent salary and will vary depending on scheduled hours for part time positions

The Frederick National Laboratory is 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., A rewarding career with global impact Whether you're an expert in your field or just starting out, we have a career opportunity for you. We're always looking for people to join us in fulfilling the mission of the Frederick National Laboratory: discovery, innovation, and success in the biomedical sciences. Our team of 2,400+ scientists, technicians, administrators, and support staff work at the forefront of basic, translational, and preclinical science, with a focus on cancer, AIDS, and other infectious diseases. We collaborate with colleagues across the National Cancer Institute, National Institutes of Allergy and Infectious Diseases, and others throughout the National Institutes of Health. We also engage with extramural investigators in academia, government and industry. Your path to joining our team begins with the desire to work for the only national laboratory dedicated to biomedical research. Our employees share a common desire to help make a difference in cancer research and public health concerns. As you search for a career that fits your education, skills, and abilities, explore the core values that guide us and emphasize work-life balance. Discover why joining the Frederick National Laboratory team could be the most important career step you take