Temp Federal Contract Services Analyst

Req ID:304753

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Temp Federal Contract Services Analyst to join our team in Bethesda, Maryland (US-MD), United States (US).

NTT is seeking a highly motivated, flexible, organized, and detail-oriented PC/Mac Desktop Support Specialist to join our dynamic team in Bethesda, MD. If you want to learn, grow, and help then this is the job for you. We support a project/customer that "seeks to better understand, treat, and ultimately prevent infectious, immunologic, and allergic disease seeks fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to enhance health, lengthen life, and reduce illness and disability." Our work here supports a vital mission and has significant impact on the medical and scientific communities we serve. This position will include the following responsibilities.

Responsibilities:

• Customer Support - Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy.
• Desktop Support - Provide technical support on software, hardware, and operating systems (Windows and MacOS), including installations, configurations, maintenance, troubleshooting, imaging new systems and processing outgoing surplus/donation systems, preparing GFE laptops and phones for international travel. Also includes printer support, setup/troubleshooting VoIP phones and setup/configuration
• Mobile Device Support - Support managed mobile devices on iOS and Android
• Serve as escalation point for team members.
• Escalates tickets appropriately.
• Serve as resource for team members questions technical/process/etc.
• Provide technical support to end-users by troubleshooting software and hardware issues, providing guidance on proper usage, and identifying areas of improvement.
• Install, maintain, and upgrade equipment, hardware, and software.
• Collaborate with other members of the technical support teams.
• Communicate effectively with users to gather information and identify and resolve problems.
• Coordinate and facilitate the resolution of complex technical issues with other teams, such as the development teams, vendor support, network engineering and etc.
• Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
• Workstation: Schedule, setup and breakdown.
• Training and mentoring of new staff.

Basic Qualifications:

• 3+ years of customer service experience
• 2 to 4 years exp. Application Support
• 2 to 4 years exp. Scientific Application Support
• 2 to 4 years exp. Scientific Instrument Support
• 2 to 4 years exp. with Windows 10
• 2 to 4 years exp. with Macintosh operating systems
• 2 to 4 years exp. with Network and re-imaging workstations

Preferred Skills:

• PC/Windows Support
• Macintosh
• iOS and Android
• Active Directory
• Microsoft Office 365
• Microsoft Teams
• Knowledge of Windows Firewall and related settings
• Experience with full disk encryption on both Windows and Macintosh computers
• Knowledge of an enterprise network infrastructure, including Active Directory and Group Policies
• Desktop/Customer Support:
  • Provide technical support on software, hardware and operating systems (Linux, Macintosh, Windows), including installations, configurations, maintenance, and troubleshooting.
  • Knowledge about personal computers - desktops, laptops, hybrids. Also including BIOS and hardware configurations and drivers.
  • Remediate configuration management baseline and policy non-compliance and resolve security vulnerabilities.
  • Troubleshoot and support Microsoft (Office) 365 and Adobe products, also various scientific software applications.
  • Configure new computer systems and related peripherals for users.
  • Image new systems and process outgoing surplus/donation systems.
  • Prepare government-furnished laptops and phones for international travel.
  • Provide printer support, setup/troubleshoot VoIP phones.
  • Setup/configure/troubleshoot government-provided mobile devices.
  • Assist with Microsoft Teams, Office 365, and OneDrive usage.
  • Basic network troubleshooting on a TCP/IP network.
  • Providing remote customer support via multiple methods.

Education:

• High School Diploma or higher

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata.com

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