What are the responsibilities and job description for the Service desk technician position at Nextonic Solutions LLC?
Nextonic Solutions is seeking highly skilled and customer-focused Service Desk Technicians to provide specialized support for scientific and IT systems at NCATS.
The successful candidates will play a crucial role in supporting laboratory instrumentation, IT devices, and scientific research workflows by troubleshooting, maintaining, and ensuring seamless operations.
This role requires a combination of technical expertise, problem-solving abilities, and exceptional communication skills to meet the unique demands of NCATS’ research environment.
Key Responsibilities
- Scientific Instrumentation Support :
- Provide end-user support for over 300 scientific instruments, including maintenance, troubleshooting, and ensuring secure connectivity to dedicated PCs.
- Configure and support legacy systems operating on older platforms (e.g., Windows XP) while ensuring compatibility with modern tools.
- Collaborate with researchers to identify and resolve issues impacting laboratory equipment functionality.
- IT Support :
- Provide in-person and remote IT support for approximately 1,100 desktop IT assets, 233 mobile devices, and associated peripherals.
- Utilize tools such as ServiceNow for ticket tracking and asset management, BigFix for system patching, and Munki for Mac management.
- Support annual hardware refreshes and ensure secure configurations aligned with federal standards.
- Troubleshoot and support collaboration tools, including Zoom, Microsoft Teams, and Slack, ensuring seamless communication across teams.
- Provide user support for Jira and Confluence, assisting with ticket creation, project tracking, and documentation management.
- Training and Documentation :
- Assist in training users on the operation of scientific instrumentation, IT systems, and collaboration tools.
- Create and update troubleshooting guides and knowledge base articles to enhance user self-sufficiency.
- Asset Management :
- Maintain and update inventory records for scientific and IT assets, including software licenses and hardware configurations.
- Support lifecycle management of laboratory and IT equipment, including upgrades and replacements.
- Conference and Meeting Support :
- Provide technical support for video conferencing systems, including Zoom and Microsoft Teams, ensuring seamless communication for NCATS staff.
- Troubleshoot and resolve audiovisual equipment issues in conference rooms.
- Security and Compliance :
- Regularly update and patch systems to address vulnerabilities and enhance security.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- Minimum of 3-5 years of experience providing service desk support in scientific or IT environments.
- Strong knowledge of laboratory instrumentation and IT system troubleshooting.
- Proficiency in tools such as ServiceNow, BigFix, Munki, Active Directory, Zoom, Microsoft Teams, Slack, Jira, and Confluence.
- Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
- Familiarity with legacy systems and secure system configurations.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Experience in a research or scientific organization, particularly within NIH or similar settings
Last updated : 2024-11-19
