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IT Help Desk Technician
| Company: Johns Hopkins University Applied Physics Lab - Show all jobs for Johns Hopkins University Applied Physics Lab |
IT Help Desk Technician
Classification
Computing Sys Asst
Job ID:
120385
Department:
Information Technology Service Department
Group:
IDS
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Recruiting Location:
JHU/APL Main Facility
Supervisor Job:
N
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Introduction
The Johns Hopkins Applied Physics Laboratory (APL), a national leader in scientific research and development, located midway between Baltimore and Washington, DC is seeking an.IT Help Desk Technician.
Responsibilities
Provide technical support for the IT Support Section in the Desktop Services Group (IDS) in the Information Technology Services Department. Provide help desk support for customer departments.
Provide first call resolution for desktop, laptop, and network connectivity problems remotely in a call center. Research, analyze, and diagnose problems with client systems including PC hardware and software, servers, peripheral equipment, and networks. Solve problems using documented processes where available and best practices where not. The desktop systems are not in a standard configuration; there are approximately 80% Microsoft Windows, 10% Macintosh and 10% Linux platforms.
Work on other duties as assigned.
Provide documentation as appropriate (e.g. e-mails, process improvements).
Qualifications
Required: BS degree in IT or equivalent years of experience plus 2-5 years of relevant work experience.
Ability to troubleshoot and resolve technical problems for users. Must be able to independently resolve widely varying problems using current job knowledge and using research and external resources.
Hardware, software and networking experience. Hardware experience must include Intel based desktops, laptops, and printers. Software experience must include Windows 2000, Windows XP, and Microsoft Office. Networking experience must include understanding TCP/IP, DNS. Understanding of Active Directory and Exchange.
Highly motivated and have strong customer focus with the ability to interface with all levels of staff.
Excellent communication skills (written and oral).
Desired: 2-4 years experience with system management tools such as Altiris.
Function as a subject matter expert in one or more technical areas.
Software experience with Desktop remote control tools.
Experience supporting Macintosh and Linux desktop operating systems.
Capable of leading at least one small project team and be a contributor in various areas within the department.
Strong presentation skills which may be used to document analysis and deliver technical presentations to customer teams in an articulate and effective manner using a variety of media (visual, written and oral).
Highly motivated with a desire to contribute to the success and direction for the group.
Experience with identifying security related issues such as system hacks, computer viruses and worms, and spyware.
Certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), HDI Support Analyst.
Special Work Conditions
Must be willing to do occasional travel to support operations and work the necessary hours to finish critical work.
This is a Help Desk position in a Call Center environment that requires qualified candidates to troubleshoot problems over the phone during their shift to include sitting for extended periods of time.
Occasional after hours support may be required to address critical tasks.
May be required to participate in a rotating after- hours support shift.
Security
Applicants selected will be subject to a Government security investigation and must meet the eligibility requirements for access to classified information. Eligibility requirements include US citizenship.
Benefits
APL offers a comprehensive benefits package including a liberal vacation plan, a matching retirement program, significant educational assistance, a scholarship tuition program for staff with dependents, and competitive salaries commensurate with skills and experience. For more information about our organization, please visit our web site at www.jhuapl.edu.
Equal Employment Opportunity
Johns Hopkins University Applied Physics Laboratory is an equal opportunity/affirmative action employer that complies with Title IX of the Education Amendments Act of 1972, as well as other applicable laws, and values diversity in its workforce.
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City: Laurel
State: MD
Zip: 20726
Country: United States of America
Job ID: jhuapl-120385
Job Channel: USA-DC-Washington Metro Software Dev. - General/IT
Posted: 01/09/10
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