Help Desk Technician - Partially Remote - Latitude, Inc.

Salary: $20-25/hr (MAX $25hr)

This position allows for 2-3 days per week remote 

We are seeking an IT Support Specialist to provide day-to-day IT support to a patient facing clinic at the National Institutes of Health in Bethesda, Maryland. Work specifically includes supporting clinical IT systems and clinic software. The candidate must have experience supporting Clinical IT as well as experience with Windows, Mac OS, (multiple distributions) and other real-time and mobile operating systems, and intermediate coding skills for scripting .Duties and Responsibilities:

• Provide IT support for all clinical IT systems and clinic software inquiries and other IT related issues in the lab research environment following implemented SLAs.
• Input data in the government’s trouble ticket system (ServiceNow) and maintain a knowledge base by thorough documentation.
• Maintain knowledge to provide answers/solutions to research staff for current IT-related issues by identifying problems, researching answers, and responding to and/or guiding users through corrective steps.
• Install, configure, maintain, and troubleshoot end-user workstation hardware, software, and peripheral devices connected to clinical IT systems and clinic software.
• Manage user accounts and reset passwords using Active Directory tools.
• Troubleshoot and proactively monitor clinical IT systems and clinic software, networks, systems, and applications to identify and correct malfunctions and other operational difficulties.
• Serve as a liaison between clinical IT systems and clinic software vendors and the customer.
• Engage vendors as required for Tier 3/4 level support.

Education and Experience Requirements:

• Bachelor's degree in Science/Biomedical (or a related field)
• Minimum 3+ years of supporting similar research initiatives.
• Good understanding of scientific research IT and or clinical IT systems
• Strong experience supporting both windows and MAC systems.
• Need Apple, Windows, and Mac support