Back to Job Board

Help Desk Specialist II
Fort Detrick, MD (ID# 13207)

The U.S. Army Medical Research Institute of Infectious Diseases (USAMRIID) at Fort Detrick, Maryland conducts basic and applied research to develop products, information, procedures, strategies, and training programs, and provides for medical defense against biological threats and naturally occurring infectious diseases of military significance that require biocontainment.

The Information Management Division purpose is to enable the research vision of USAMRIID with first-class computer and communication services.  This is accomplished by providing IM/IT management, strategic planning, IM/IT infrastructure, software application development and sustainment, communication, network, information assurance compliance and Help Desk services. 

We are seeking an experienced Help Desk Specialist to join our team in support the United States Army Medical Research Institute of Infectious Diseases (USAMRIID).

Responsibilities:

  • Receive customer requests, both orally and in-writing, and document the request 
  • Complete Tier 1 requests
  • Prioritize and assign Tier 2 requests to the IT Technician staff 
  • Interface with the Army Enterprise Service Desk (ESD)
  • Maintain the USAMRIID Walk-Up Help Desk for the purpose of collecting and distributing systems requiring touch labor.  Record tickets in Remedy System
  • Attempt to resolve service request calls at first contact (first-call resolution) within 10 minutes.  Calls taking longer than 10 minutes to resolve will be assigned to an IT Technician and prioritized for resolution.

Qualifications:

  • Associate's or Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
  • 1-3 years of related experience working on a Help Desk
  • Active DoD SECRET clearance or Public Trust preferred; or ability to obtain and maintain. Must be a US citizen
  • Veterans highly encouraged to apply

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

Apply online at www.cnbjobs.com

Cherokee Nation Assurance (CNA) is a technology solutions provider specializing in delivering information technology, management consulting program support and professional support services. CNA’s full scope of computer and technology-related services include enterprise architecture, application development, database administration, systems administration, networking, security compliance, configuration management, infrastructure services, video surveillance, access control and professional IT services. Wholly owned by the Cherokee Nation, CNA is part of the Cherokee Nation Businesses family of companies.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If you’d like more information about your EEO rights as an applicant under the law, please copy and paste the links to the following two sites:

http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may e-mail “CNB.Compliance@cn-bus.com” for assistance. This email address is for accommodation requests only and cannot be used to inquire about the application process or status.                                                                                                 

For Pay Transparency Non Discrimination provision, please copy and paste the following link: https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf

We maintain an Affirmative Action Plan for the purpose of proactively seeking employment and advancement for qualified protected veterans and individuals with disabilities. Upon request, we will schedule time to make our Affirmative Action Plan accessible. If you are interested, please submit a written request with the email subject line: 2018 Request to View Affirmative Action Plan to the Compliance Administrator at “CNB.Compliance@cn-bus.com”. This email box is not for resumes or follow up on job applications.