NIH/National Institute of Arthritis and Musculoskeletal and Skin Diseases

niams

Provided complete desktop support engineering for the National Institutes of Arthritis and Musculoskeletal and Skin Diseases to include operations management, desktop, helpdesk, and team lead operations.  Oversaw the day-to-day desktop support operations.   Typical tasks   included, but were not limited to, the following:

  • Set up, operated, and managed the NIAMS Desktop Support between the hours of 7:00 A.M. and 6:00 PM, Monday through Friday, excluding Government closures (e.g., holidays, snow days).
  • Managed the Desktop Support team, providing guidance and prioritization of tasks to the team, problem analysis, tracking and resolution, problem trend analysis, quality assurance follow-ups, and assistance to users in obtaining optimum utilization of their workstations by recommending and overseeing the installation of approved software and hardware to provide enhanced capabilities, identifying ways to optimize their existing hardware and software configurations, and by arranging for and/or providing software demonstrations and training as requested.
  • Ensure all tickets were reassigned from the general NIAMS desktop support queues to a specific technician within the specified timeframe.
  • Ensured that descriptions, details, and solutions for all incidents were thorough and accurate, and that all incident tickets were properly logged, categorized, prioritized, routed, and resolved within the mutually agreed upon timeframes.
  • Managed the rotation of desktop support staff among the various locations to ensure that technicians were familiar with the varying requirements and nuances of and can successfully support all of the NIAMS organizations (OD, EP, and IRP).  Staff rotations were coordinated with the Government’s Technical Representative at least two weeks before the rotation occured.
  • Participate and represented NIAMS, in various NIH-wide groups such as, but not limited to, the Desktop Best Practices Group, PC Standards Working Group, and Vista Activation Group.
  • Evaluated, tested, and recommend to NIAMS the implementation of new hardware and software technologies that   improved customer efficiency by maximizing their effectiveness and minimized their downtime.
  • Guided/assisted Desktop Support staff in resolving complex user issues that they cannot resolve themselves.  This  involved consulting and/or coordinating with other SITB teams, NIH’s Center for Information Technology (CIT), OEMs, vendors, application developers, and possibly bringing in outside help.
  • Managed the set-up and installation of Windows and Macintosh workstations, laptops, and peripherals, and the creation of images following SITB/NIAMS written policies and procedures.
  • Implement NIAMS, NIH, HHS, and OMB policies, procedures, and regulations governing authentication to, security of, and access to resources on the NIH Network.
  • Managed the SITB/NIAMS Desktop Support documentation.  This includes ensuring the documents exist and are up-to-date.  Documents include, but are not limited to, standard operating procedures (SOPs) for all recurring tasks performed by the desktop support technicians, forms, and other documents necessary to manage day-to-day operations and special projects. (See Example)
  • Assisted NIAMS with developing and maintaining up-to-date procedures, policies, reports, and other documentation as required to obtain maximum benefit from the use of NIAMS IT resources.  This included, but was not limited to:  policies, procedures, SITB newsletter articles, training materials, frequently asked questions (FAQs), tracking systems, surveys, logs, and other Information Technology related documentation.
  • Tracked site licenses for software installed on multiple PCs and maintained records to support compliance with licensing requirements.
  •   Worked together with the Government’s Technical Representative to determine work schedules for the Desktop Support Team.

Written by

In hac habitasse platea dictumst. Duis gravida erat a arcu facilisis a mollis quam bibendum. Aliquam ut nisi eu turpis pretium feugiat. Suspendisse lacinia cursus sollicitudin. Ut ultricies congue ultrices. Etiam eleifend, nisl luctus blandit aliquet, nunc urna rhoncus quam, et mattis velit tellus a nibh. Phasellus mauris libero, tempus et sodales sollicitudin, rutrum eget mi. Proin congue varius libero a auctor. Nulla volutpat ullamcorper lacinia. Integer cursus, lacus vel placerat tristique, magna elit blandit lectus, et suscipit metus velit vel magna. Nulla sollicitudin bibendum consectetur. Curabitur id ultricies turpis. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas. Fusce congue nulla at arcu scelerisque a volutpat massa.