Job ID :
9987
Company :
Internal Postings
Location :
BETHESDA, MD
Type :
Contract to Hire
Duration :
6+ Months
Salary :
open
Status :
Active
Openings :
1
Posted :
18 Apr 2017
Job Seekers, Please send resumes to resumes@hireitpeople.com

Client is seeking Service Desk Specialist to work onsite full time at NIH (National Institutes of Health) facility in Bethesda, MD (Rockledge Drive Campus). 

MAJOR PURPOSE OF THIS JOB: Candidate will provide functional customer service and technical assistance to the Grants Management business application users and serve as a mentor and point of escalation for junior team members. Candidate must be comfortable in interfacing with highly educated specialists as well as applicants who are new to the grants process; must have ability and desire to learn quickly and apply knowledge effectively; and, support the team mission to provide outstanding customer service.

JOB DUTIES AND RESPONSIBILITIES:

·         Triage problems, document triage methodology, train team members.

·         Troubleshoot, and analyze business application issues accurately in a high paced environment.

·         Serve as a point of escalation for the Help Desk team and as a liaison to the application and operations service teams.

·         Use methodologies and scripts provided by developers or other technical staff to perform data fixes and other tasks that require special privilege.

·         Maintain accurate information and timely updates using the ticketing system, BMC (Formally Numara) Footprints.

·         Create and maintain business application knowledge base and other documents / scripts to support the team mission.

·         Mentor team members, develop best practices, make process improvement recommendations.

·         Work with application developers to document changes to applications and provide training / documentation to team members on upcoming changes.

·         Advocate the customers best interest.

·         Understand and act on priority issues.

·         Escalate trends to manager.

 

EXPERIENCE, KNOWLEDGE, AND SKILL REQUIREMENTS: 

·         Prior helpdesk/service desk experience supporting business applications required.

·         Experience supporting applications on an Oracle platform, Unix operating system, and Apache Tomcat platform desirable.

·         Must have excellent communications skills.

·         Must have knowledge and understanding of the System Development Life Cycle (SDLC).

·         Prior experience working with Footprints desired but must have experience with other ticketing system and Help Desk tools.

·         Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problems.

·         Ability to identify and utilize relevant resources to provide customers with information and resolution.

·         Prior experience as an application administrator for a federal grants management system highly desirable.

·         Experience working within the National Institutes of Health a plus.

·         Experience with IMPAC II and Commons a plus.

·         Experience in Federal Grants Management a plus.

·         Experience in an ITIL environment is a plus, but not required.

·         Ability to successfully pass a background investigation.

EDUCATION AND TRAINING REQUIREMENTS: 

·         Bachelor’s degree preferred

·         3-5 years of helpdesk experience required, with experience in providing functional support preferred       

·         Experience / familiarity with work station configurations, windows applications, or server technology platforms a plus

·         ITIL / Grants Management / Service Desk certificate(s) is a plus.