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HARDWARE SPECIALIST - NSITES
at HMS Technologies Inc
Durham, NC

HARDWARE SPECIALIST - NSITES
at HMS Technologies Inc
Durham, NC

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Description

Description:

Summary of essential job functions


HMS is seeking a Hardware Specialist in the support of National Institutes of Health (NIH), Department of Health and Human Services (HHS), NIEHS Service Desk and Infrastructure Technology Services (NSITES) II program. The mission of the National Institute of Environmental Health Sciences is to discover how the environment affects people in order to promote healthier lives. Hardware Specialist must have capabilities in the areas of support services of IT equipment to include, but not limited to, scheduling desktop/laptop installations, moves, additions, changes and repairs with the end user or business owner and provide resolution as well as asset tracking. The chosen candidate will have experience in IT Support services and will have the highest standard of quality and customer service. Familiarity with Government contract work is beneficial involving multiple complex and inter-related project tasks that often require working with teams of contractor personnel at multiple locations within National Institutes of Health (NIH) in Durham, NC.

. Requirements:

Position Responsibilities:

  • Provide Help Desk support consisting of supported versions of Microsoft Windows and Apple OSX/MacOS computer operating systems as needed.
  • Record additions, moves, transfers, and removal from service into the asset tracking system.
  • Image, set up, and deploy/install all non-life cycle Government-purchased desktop and laptop computers, peripherals, and multi-user systems within 10 business days upon receipt of equipment.
  • Identify obsolete IT equipment and provide this information in the quarterly Desktop Lifecycle Rollout Report.
  • Provide an Annual Lifecycle Planning Report to identify all desktops and laptops up for renewal the following fiscal year.
  • Ensure all NIEHS laptops and mobile devices are secured using FIPS 140-2 validated whole disk encryption.
  • Provide installation and/or repair components or entire units on all hardware under warranty.
  • Maintain inventory of commonly used parts and tools to facilitate in-house repair.
  • Facilitate replacing computer equipment out of warranty
  • Maintain an inventory of GFE desktops, laptops, and mobile devices using a NIH-specified inventory tracking application
  • Track mobile applications purchased by NIEHS and the devices on which they are installed.
  • Install and configure mobile devices (smart phones, tablets, and other devices as approved by NIEHS), cellular mobile broadband cards, and integrated mobile broadband chipsets in laptops.
  • Provide user assistance and troubleshooting support for approved mobile devices.
  • Manage the repair and replacement of tablets and mobile devices.
  • Ensure devices comply with Federal, HHS, NIH, and NIEHS-related mobile computing policies.
  • Maintain International GFE (IGFE) travel kits used for international travel and ensure all devices include the necessary applications and data files relevant for the respective trips in accordance with the NIEHS 2018 Foreign Travel Policy guide.
  • Digitally sanitize the device and return it to the pool upon travel return.


Required Skills and Experience:

  • Good communication skills, both written and verbal
  • Experience reporting updates, changes, problems and resolutions to the customer
  • Excellent customer-focused problem resolution skills, to troubleshoot to root-cause.
  • Experience with ServiceNow
  • Must be physically able to move hardware including computers and monitors as repairs may require sending devices to NIEHS authorized repair facilities or service stores.

Qualifications:

  • Bachelors Degree in engineering or related technical discipline
  • Three (3) plus years of relevant work experience in IT customer and hardware support
  • The following certifications required: Dell Associate (hardware), Apple Certified Associate
  • Experience working in NIH or other Government agency [desired]
  • Public Trust security clearance or ability to obtain it.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


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