Help Desk Technician

Primary Responsibilities

• Provide Tier I and Tier II technical support for laboratory personnel and end users.
• Respond to and resolve user issues involving desktops, laptops, printers, peripheral devices, and software applications.
• Deliver daily troubleshooting and support for workstation hardware and software issues.
• Aid users with Laboratory Information Management Systems (LIMS) functionality and application-related issues.
• Support systems administration, configuration, and maintenance of user and computer accounts.
• Assist with workstation imaging, deployment, refresh initiatives, and inventory management activities.
• Maintain documentation, standard operating procedures (SOPs), and technical records.
• Perform workstation setup, configuration, and lifecycle management.
• Provide support for laboratory applications and business systems.
• Support commonly used applications including: Microsoft Office Suite, Adobe Products, Java-based Applications, Cisco VPN Client, Tableau, and other customer-supported applications.
• Troubleshoot and support: Desktop Workstations, Laptops, Label Printers, Multifunction Printers, and Other Peripheral Devices.
• Support operating system and patch management, including Windows 10 Enterprise and Windows 10 Enterprise LTSC environments.
• Assist with workstation patching and vulnerability remediation using: Ivanti / Shavlik Protect, Tanium, Microsoft Endpoint Configuration Manager (MECM), and Windows Server tools and services.
• Support information assurance and compliance requirements.
• Assist with security management activities utilizing: McAfee HBSS, Active Directory, Assured Compliance Assessment Solution (ACAS), Group Policy, and ensure workstation compliance with security baselines and organizational policies.
• Participate in vulnerability remediation and compliance efforts.
• Maintain accurate records of support activities and system changes.
• Provide weekly updates to documentation, procedures, and policies as required.
• Contribute to process improvement initiatives and knowledge base development.

Required Qualifications

• High school diploma or equivalent (Associate's or Bachelor's degree in Information Technology or related field preferred).
• Minimum 2-4 years of experience in Help Desk, Desktop Support, or Technical Support roles.
• Experience supporting Windows-based desktop environments.
• Knowledge of Active Directory user and computer account management.
• Experience troubleshooting hardware, software, printers, and network connectivity issues.
• Strong customer service and communication skills.
• Ability to document procedures and technical solutions clearly.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Experience supporting Laboratory Information Management Systems (LIMS).
• Experience with MECM, Tanium, Ivanti/Shavlik, or similar patch management tools.
• Knowledge of cybersecurity compliance tools including HBSS and ACAS.
• Experience supporting government or Department of Defense (DoD) environments.
• CompTIA Security+, A+, Network+, or similar industry certifications.