Social & Scientific Systems (S-3)

Service Desk Technician

US-MD-Silver Spring
Job ID
2017-1713
Category
Information Technology/Programming
Type
Regular Full-Time

Overview

Social & Scientific Systems (SSS) works to improve public health worldwide by providing technical, research, and program management services to government, nonprofit, and commercial clients. The SSS team offers a synergy of expertise in clinical research services, epidemiology and public health studies, health data management and analysis, and program evaluation and policy analysis. Please join our dedicated staff of employee-owners in an environment that values diversity and supports health, well-being, and professional growth.

 

SSS is seeking a Service Desk Technician to address basic needs of the user committee with respect to hardware/software installation and setup, telecommunications use, and repair and upgrading of hardware and software resources.

Responsibilities

  • Provides phone and in-person IT assistance to the end user community.
  • Performs first tier support and triages or escalates tickets accordingly, using ITS/Service Desk ticketing system.
  • Provides hardware and software setup and installation services to end user community. Installs operating systems, applications software, security patches, and basic hardware components.
  • Uses enterprise imaging and software deployment software to image workstations and push software installations and upgrades to workstations.
  • Troubleshoots hardware and software issues with a variety of technologies including workstations and laptops (Windows and Mac operating systems), network connectivity, remote access, smartphones and tablets, videoconferencing equipment, peripherals (e.g. printers, scanners, etc.), commercial software (e.g. Microsoft Office, SAS, Adobe Creative Cloud, etc.)
  • Documents support requests and updates service requests as directed.
  • Works collaboratively with ITS systems administrators to resolve service requests, bridging communications between the end users and ITS systems administrators.
  • Provides one-on-one training and assistance as needed.
  • Configures audio-visual equipment for use at meetings and conferences, including videoconferencing equipment.
  • Follows guidelines and documentation for processes such as securely destroying sensitive data.
  • Assists with larger scaled projects as needed by ITS engineers and management.
  • Performs additional duties as required.

Qualifications

Bachelor’s degree in a computer-related field or equivalent, or High School degree plus one year of experience in a computer support-related position. Strong emphasis on customer service and communication. Good verbal and written communication skills. Must be proficient in Microsoft Office software. A+, MTA, or MCSA: Windows 7 or Windows 8 certification preferred. Must be capable of lifting items (boxes, computer equipment, etc.) weighing up to 30 pounds.

 

SSS is committed to fostering a diverse workforce and is proud to be an Affirmative Action/Equal Opportunity Employer of Minorities/Women/Protected Veterans/Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, age, national origin, veteran status, disability, or any other classification protected by law.

 

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