What are the responsibilities and job description for the Tier II Service Desk Technician position at TriTech Enterprise Systems, Inc.?
TriTech Enterprise Systems, Inc. (TriTech) is seeking several ‘Scientific Service Desktop Engineer’ to support a federal client. These candidates will be responsible for day-to-day interactions with federal scientists with the intent of supporting all laboratory instrumentation in use at the center. There are currently over 300 pieces of instrumentation that have a dedicated scientific personal computer (PC) connected to it with operating systems ranging from multiple Windows versions (2000 to 11) to a variety of Linux flavors (Debian, Ubuntu, Mint, etc.). In addition, this candidate will be answering service desk calls.
This instrumentation ranges from next generation sequencers, liquid handlers, low-volume liquid dispensers, plate readers, and a variety of others. Much of this instrumentation is essential to the agency's scientific mission and some of it requires extended operation across days or even weeks to perform a variety of experiments without interruption. Each piece of this instrumentation typically comes with a specific installation configuration that has been validated by the vendor. Any changes to this configuration can result in inconsistent behavior or even the failure to operate. This configuration in many cases deals specifically with the means of instrument communication, be it via a serial port (RS-232), TCP/IP, CAN bus, Ethernet/IP, USB (2.0 and 3.0), OPC, and others.
Specific Skills:
These candidates shall provide a knowledgeable, customer-focused IT staff who shall be responsible for day-to-day interactions with NIH scientific staff with the intent of quickly identifying and resolving scientific service requests. The team shall perform in-person, remote control, over-the-phone, and automated IT support to all NIH desktops, peripherals, and workstations. In addition, the team shall leverage the use of management tools such as BigFix, Munki, Microsoft Active Directory Group Policy, Bomgar, Remote Desktop, and VNC to pro-actively and efficiently manage NIH desktops and workstations to ensure high availability, reliability, usability, and low cost of ownership.
Specific Tasks:
TriTech is an Equal Opportunity Employer!
This instrumentation ranges from next generation sequencers, liquid handlers, low-volume liquid dispensers, plate readers, and a variety of others. Much of this instrumentation is essential to the agency's scientific mission and some of it requires extended operation across days or even weeks to perform a variety of experiments without interruption. Each piece of this instrumentation typically comes with a specific installation configuration that has been validated by the vendor. Any changes to this configuration can result in inconsistent behavior or even the failure to operate. This configuration in many cases deals specifically with the means of instrument communication, be it via a serial port (RS-232), TCP/IP, CAN bus, Ethernet/IP, USB (2.0 and 3.0), OPC, and others.
Specific Skills:
These candidates shall provide a knowledgeable, customer-focused IT staff who shall be responsible for day-to-day interactions with NIH scientific staff with the intent of quickly identifying and resolving scientific service requests. The team shall perform in-person, remote control, over-the-phone, and automated IT support to all NIH desktops, peripherals, and workstations. In addition, the team shall leverage the use of management tools such as BigFix, Munki, Microsoft Active Directory Group Policy, Bomgar, Remote Desktop, and VNC to pro-actively and efficiently manage NIH desktops and workstations to ensure high availability, reliability, usability, and low cost of ownership.
Specific Tasks:
- Configuring, installing, and supporting desktop computers, handheld devices, printers, monitors, portable data storage devices, and other peripherals
- Relocating IT equipment, including desktop computers, printers, monitors, portable data storage devices, and other peripherals
- Sanitizing computers, as required by NIH and HHS policy
- Supporting the refresh of approximately 33% of NIH computers every year
- Ensuring IT devices are configured for secure operation, including installation of software updates, security software, and other configurations as required
- Connecting and configuring IT devices to use computer networks
- Diagnosing hardware and software failures communicating remediation plans and providing status updates to users
- Providing software support for users of NIH provided applications identified by the task, including basic to advanced software operations and general use of computers and peripherals
- Developing and maintaining secure baseline configurations compliant with the United States Government Configuration Baseline (USGCB)
- Experience working on a first/second-tier service desk supporting scientific instrumentations and scientific information technology (IT) devices
- Healthcare skills is a plus
- Service desk certifications are required.
- General experience including knowledge of computer processes and capabilities of a scientific nature; familiarity with hardware and software programs; general knowledge of routine office work and personal computing, including use of office equipment and typical office-related software applications; ability to follow detailed instructions and multitask; skill in organizing own work; ability to communicate technical information effectively both verbally and in writing to end users.
- Specialized experience related to scientific instrumentation support and/or IT customer support.
TriTech is an Equal Opportunity Employer!
Salary : $75,000
