Help Desk Specialist - BTI

• Serves as the Tier 2 and 3 Support for the NIDDK computer user community in Phoenix, Arizona.
• 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 Help 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.
• Staff shall be proficient supporting current Windows AND macOS versions.
• Help Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans.
• They must coordinate communications channels during major incidents and record problem investigations in the NIH My IT Service Management System in a timely fashion.
• Qualifications:
• 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 hold one or more of the following certifications (or current equivalent):

• 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 Associate – Mac Integration Basics (current or current -1 version)
• Apple Certified Support Professional (current or current -1 version)
• CompTIA A Certified Professional
• CompTIA Network Certified Professional
• CompTIA Security Certified Professional
• Jamf Certified Tech
• Jamf Certified Expert

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