Job at a glance
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.