IT Service Desk Tier 1 Support

JOB NUMBER: 1532 | LOCATION: Bethesda, MD | CLEARANCE/ACCESS LEVEL: Public Trust

AMDEX.ai The Art of Data Science

We are a seasoned Full-spectrum data solutions firm. We deliver insights, strategies, data analytics, and technical expertise to accelerate data modernization. We specialize in data sciences and cloud solutions, application development and maintenance, program management, and health IT operations leveraging experience and trusted talent to solve the federal government's most pressing business and technical challenges. Without you, it's just data.

The Service Desk Tier 1 On-site Support will log and perform initial triage involving providing initial assessments, resolving, and escalating issues within agreed-upon SLAs for our NIH client.

Responsibilities:

• Perform basic technical troubleshooting to resolve common hardware, software, and network issues and escalate to Tier 2 support for complex problems when necessary.

• Assist with account management tasks including account creation, password resets, access permissions, and maintaining detailed records.

• Build and deploy equipment to customers (i.e. Laptops, Desktops, Mobile devices, printers, video conferencing solutions, peripherals, office phones, etc.) All build/deploy tasks occur in the office. Team members must have the physical capability to lift and carry equipment weighing about 30 pounds when needed.

• Update ServiceNow records daily with detailed descriptions of all activities performed.

Requirements:

• Bachelor's degree in information technology, or equivalent training/certifications and experience. 0-2 years of experience providing Tier 1 support.

• Experience in troubleshooting Microsoft Office 365, Windows Servers, and Mac OS.

• Experience with Active Directory, Azure DevOps, Microsoft 365 applications, Microsoft Remote Desktop and ServiceNow, and tools such as PowerShell.

AMDEX Corporation offers a competitive salary package and attractive benefits package.

• Medical | Dental | Vision (Base plan employee premiums 100% company paid)

• Supplemental Health Plans

• Employer Paid Life and Disability Insurance, STD and LTD

• Employee Assistance Plan and Employee Discounts

• 11 Federal Holidays | PTO accrual with carryover

• 401(k) Plan with company match | Flexible Spending Accounts: Medical, Dependent, Transit

• Tuition Reimbursement & Training Assistance

EOE M/F/D/V