Help Desk Specialist
Company: Frederick National Laboratory for Cancer Research
Location: Frederick
Posted on: April 1, 2026
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Job Description:
Help Desk Specialist Job ID: req4508 Employee Type: exempt
full-time Division: Vaccine Clinical Materials Program Facility:
Frederick: G-WAY Location: 7116 Geoffrey Way, Frederick, MD 21704
USA The Frederick National Laboratory is operated by Leidos
Biomedical Research, Inc. The lab addresses some of the most urgent
and intractable problems in the biomedical sciences in cancer and
AIDS, drug development and first-in-human clinical trials,
applications of nanotechnology in medicine, and rapid response to
emerging threats of infectious diseases. Accountability,
Compassion, Collaboration, Dedication, Integrity and Versatility;
it's the FNL way. PROGRAM DESCRIPTION The Vaccine Clinical
Materials Program (VCMP), part of Leidos Biomedical Research at the
Frederick National Lab, supports the National Institute of Allergy
and Infectious Diseases (NIAID) Vaccine Research Center (VRC). Its’
mission is to advance preclinical and clinical research, product
development, and manufacture of novel clinical-stage vaccines and
biologics to address current and/or emerging infectious diseases of
global significance (e.g., HIV-AIDS, Influenza, Ebola, Malaria,
Novel Coronavirus, Tuberculosis). The VCMP is responsible for the
operation of a Frederick MD -based pilot plant facility and is
actively engaged in cGMP manufacture, testing, release, and supply
of Phase I /II clinical products for investigational use in the US
and globally. KEY ROLES/RESPONSIBILITIES Provides day-to-day
technical support to employees for network infrastructure and
internal desktop systems software and hardware. Installs,
configures, and troubleshoots desktop systems, workstations and
network issues in a heterogeneous environment. Maintains passwords,
data integrity and file system security for the desktop
environment. Communicates highly technical information to both
technical and nontechnical personnel. Recommends hardware and
software solutions, including new acquisitions and upgrades. May
participate in development of information technology and
infrastructure projects. May conduct training programs designed to
educate an organization’s computer users about basic and
specialized applications. May be internal or external,
client-focused, working in conjunction with Professional Services
and outsourcing functions. Providing support in person, over the
phone, or via remote access. Monitor the help desk inbox and
convert to help desk tickets in the Alloy Help Desk system. Process
requests in a timely manner and escalate to System Administrators
when necessary. Follow up with employees to ensure issue has been
resolved. Ability to walk the employee through the problem-solving
process and ask appropriate questions to determine the nature of
the problem. Ensure proper recording, documentation, and closure of
issues. Proactively track levels of IT supplies (toner,
peripherals, laptops). BASIC QUALIFICATIONS To be considered for
this position, you must minimally meet the knowledge, skills, and
abilities listed below: Possession of Bachelor’s degree from an
accredited college/university according to the Council for Higher
Education Accreditation (CHEA) or four (4) years relevant
experience in lieu of degree. Foreign degrees must be evaluated for
U.S. equivalency. In addition to the education requirement, a
minimum of two (2) years of related experience. Must possess basic
Microsoft Office skills. Experience using a Helpdesk support System
(e.g., Alloy, Remedy, ServiceNow). Experience using a remote
support software system (e.g., Bomgar, LogMeIn). Strong
client-facing, communication, and interpersonal skills. Advanced
troubleshooting and multi-tasking skills. Detail oriented in order
to keep thorough notes on tickets. Knowledge of computer hardware
setups. Including use of multiple monitors, docking stations,
printer installations. Ability to obtain and maintain a security
clearance. PHYSICAL REQUIREMENTS Physical requirements include the
ability to maintain balance at all times, walk, kneel, hear
(corrective appliance allowed), use of both hands, arms, and legs
(prosthetic allowed), use of all fingers, carry up to 25 lbs, reach
above shoulders, push/pull, repeated bending and stand for extended
periods. Ability to respond to verbal instruction and cues in a
sterile environment where staff are wearing face masks. Ability to
wear Personal Protective Equipment (PPE). Ability to Enter a
Laboratory or Encounter a Hazardous Area. Pacemaker prohibited.
Repeated bending. PREFERRED QUALIFICATIONS Candidates with these
desired skills will be given preferential consideration: Familiar
with Sage X3, LabVantage LIMS, , OpenText Content Server, Lonza
MODA-EM. Ability to learn/navigate multiple software programs.
Advanced skills in Microsoft Word. Excel, and PowerPoint. Use of
Office 365 and Microsoft Teams. Familiarity with Windows 11.
Familiarity with Noventri Suite. Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment
without regard to sex, race, ethnicity, color, age, national
origin, citizenship, religion, physical or mental disability,
medical condition, genetic information, pregnancy, family
structure, marital status, ancestry, domestic partner status,
sexual orientation, gender identity or expression, veteran or
military status, or any other basis prohibited by law. Leidos will
also consider for employment qualified applicants with criminal
histories consistent with relevant laws. Pay and Benefits Pay and
benefits are fundamental to any career decision. That's why we
craft compensation packages that reflect the importance of the work
we do for our customers. Employment benefits include competitive
compensation, Health and Wellness programs, Income Protection, Paid
Leave and Retirement. More details are available here 57,800.00 -
82,711.00 USD The posted pay range for this job is a general
guideline and not a guarantee of compensation or salary. Additional
factors considered in extending an offer include, but are not
limited to, responsibilities of the job, education, experience,
knowledge, skills, and abilities as well as internal equity, and
alignment with market data. The salary range posted is a full-time
equivalent salary and will vary depending on scheduled hours for
part time positions
Keywords: Frederick National Laboratory for Cancer Research, Frederick , Help Desk Specialist, IT / Software / Systems , Frederick, Maryland
