Provide Help Desk support consisting of supported versions of Microsoft Windows and Apple OSX/MacOS computer operating systems.
Provide remote access services using a secure virtual private network (VPN), Citrix Virtual Desktop, and MobileIron gateway to access Government email, NIEHS-internal websites and web applications.
Provide Help Desk support consisting of resolution for login and access; computer hardware, desktop software, mobile computing, multimedia, Unified Communications, telework, remote access, system administration, and data center operational requests
Ensure ServiceNow tickets are fully documented including the NIH Property number of all accountable property worked on, as well as include any analyses, recommendations, and remedial actions.
Collaborate with functional teams, NIEHS, and other third-party contractors, as necessary, to resolve incidents and requests.
Ensure end-users are informed of the status, point of contact, course of action, and estimated date of resolution.
Utilize the ServiceNow ticketing system to assign the appropriate category, level of urgency (critical, high, medium, or low), and impact (extensive/widespread, significant/large, moderate/limited, or minor/localized) to individual tickets
Ensure response to, resolution, and closure of individual tickets according to Service Level Agreement (SLA).