Function of the Position: This is an entry level help desk technical support opportunity assisting end users utilizing desktop computers through Microsoft operating systems and other business related software. The incumbent will be responsible for providing first line support through staffing the help desk phones, e-mail account and customer walk-ups; or creating call tickets for assignment to desktop technicians. Assist with applying images to desktops and laptops. Work performance is to be accomplished within SLAs (Service Level Agreements) and tier-level support system.Roles and Responsibilities: 

Responsible for answering help desk phone line, e-mails and customer walk-ups. 

Provide first line resolution through remote access or create and assign a work ticket through a call ticketing system. 

Entry level assistance in applying images to desktops and laptops. 

Accurately documents and communicates work assignment status to users and in the call ticketing system. 

Follows all established USP and IT SOPs, policies, and procedures. 

Perform other duties as assigned.Minimum Requirements: Qualified candidates must possess a High School diploma. Minimum of one year experience in a help desk environment or currently enrolled at a credited technology school. Relevant experience must be related to Windows operating systems and Microsoft software. Applicants must have the ability to lift a minimum weight of 25 lbs.Knowledge, Skills and Abilities: A+ or comparable certification is highly desirable. Successful candidates will thrive in a results-oriented environment with a strong customer service orientation and operate collaboratively at all levels of the organization in a highly technical environment. Ability to operate independently where appropriate, yet understand when to escalate issues and how to establish effective working relationships in a team setting. Incumbent must clearly and concisely communicate with USP staff both orally and in written form. Well-developed organizational, interpersonal communications, writing, and strong listening skills are essential.Supervisory Requirements: NoneGrade: EStatus: Non-ExemptWe are proud to be an AA/EEO employer M/F/D/V. Women, minorities, veterans, and disabled persons are encouraged to apply. If you are interested in applying for employment with the United States Pharmacopeia and need special assistance or an accommodation to apply for a posted position, please contact our Human Resources department at 301-816-8242 or humanresources@usp.org.