IT Service Desk Technician I (#1888)

BACKGROUND

The National Biodefense Analysis and Countermeasures Center (NBACC) is a one-of-a-kind facility located on Fort Detrick in Frederick MD and is dedicated to defending the nation against biological threats. Its work supports DHS and National biodefense preparedness planning, response, emerging threat characterization and bioforensic analyses. It is the first national laboratory created by DHS in response to biodefense gaps identified following the Amerithrax attacks of 2001 and has been operated by the Battelle National Biodefense Institute (BNBI) since 2006. Since its inception, NBACC and its staff have filled critical shortfalls in our scientific knowledge of biological agents needed to protect the public and defend the Nation from biological threats, whether naturally occurring, accidental, or deliberate and provided federal law enforcement with scientific data to support the investigation and attribution of biocrimes and protection of the US bioeconomy.

NBACC includes two centers: the National Bioforensic Analysis Center (NBFAC), which conducts the technical analyses in support of federal law enforcement investigations, and the National Biological Threat Characterization Center (NBTCC), which conducts experiments and studies to obtain data required for a better understanding of biological vulnerabilities and hazards. Together these centers offer a unique national resource for understanding the risks posed by biological agents and emerging technologies to inform biodefense policy and response planning and the operational capability to support the investigation, prosecution, and prevention of biocrimes and bioterrorism.

PRIMARY FUNCTION

Provides direct support to the administrative and laboratory users for the NBACC/BNBI IT Service Department operations and functions.

MINIMUM REQUIRED QUALIFICATIONS

• Associate's degree (or equivalent) in Computer and Information Systems and a minimum of 0-4 years of related IT experience.
• Excellent interpersonal skills to interact with customers via email, telephone, and in person.
• Industry Standard certifications (MCDST/MCTSP/MCSE/MCSA/NET+/SEC+ etc.) are desirable.
• Proficiency and clarity in both written and oral communication is essential.
• Possesses organizational skills and has a proven track record of working independently and as a team player.
• A practical knowledge of biomedical, diagnostics or forensic laboratories operations is desirable.
• Skills and experience to support laboratory activities and work in accordance with NBACC's management system (e.g., ISO).
• Must be a citizen of the United States, able to obtain and maintain an interim secret clearance leading to a top-secret clearance and suitability for DHS.
• Participation in the Immunization Program, Medical Surveillance Program, and/or enrollment in the Personnel Reliability Program (PRP) may be required, dependent upon position and/or business needs.
• May be required to participate in NBACC's alternative work schedule and/or on-call schedule, dependent upon business needs.

PRIMARY RESPONSIBILITIES

• Performs daily duties, such as backup log verification checks and changing backup tapes, using a high-level of attention to detail.
• Uses and tracks daily work in a ticketing system to record incidents and problem resolutions, keeping the customer informed during the process.
• Troubleshoots and repairs computer software, hardware, and network configuration issues.
• Provides Tier 1 technical support for MS Office Suite of applications (Word, Excel, PowerPoint, Visio, etc.).
• Assists in the management of networks and telecommunications systems including all voice and data communications to facilitate transfer of data and communications through NBACC/BNBI.
• Assists the IT Service Desk Manager in the selection, purchase, and replacement of computing and networking hardware.
• Must be a team player, communicate clearly, be open to hearing ideas and suggestions from others, diffuse situations, and exercise empathy and patience with colleagues.
• Must have the ability to multi-task, maintain composure under pressure, and utilize effective time management skills to prioritize tasks.
• Must be a self-starter driven by an eagerness to succeed, maintain flexibility, adapt to change in a productive and positive manner, learn new concepts, and utilize critical thinking to resolve complex problems.
• Maintains appropriate records.
• Performs other duties as assigned/authorized.