Westat is an employee-owned corporation providing research services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments. Westat's research, technical, and administrative staff of more than 2,000 is located at our headquarters in Rockville, Maryland, near Washington, DC.

Job Summary:

Westat is seeking a Support Desk Specialist to provide front-end operational (project subject matter) support as well as in-depth technology troubleshooting and support for laptops, desktops, printer, web applications and commercial software to over 70 state and district education department staff across the U.S. The Support Desk Specialist will work from 8:30am-5:00pm or 9:00am to 5:30pm.

Job Responsibilities:

· Address questions and requests/problems, and understand when and how to triage issues to other staff.

· Work closely with a group of users that include high level officials at state and district Departments of Education.

· Enter and monitor issues in a help desk application in a timely manner.

· Produce monthly management reports using Excel pivot tables.

· Research new hardware and software products; update existing products and install new ones.

· Schedule and support WebEx conferencing sessions.

· Provide preparatory and on-site support for in-person workshops in the DC area.

· Work directly with staff in technical and communication/outreach support.


Basic Qualifications:

· A bachelor's degree with at least one year of experience in supporting users in a fast-paced help desk environment is required.

Candidates must possess outstanding organizational, interpersonal, communication, problem solving, and time management skills. An ability to work independently to quickly learn new software is a plus. Candidates should be able to prioritize and manage a broad range of issues, handle multiple tasks concurrently, and work in a dynamic fast -paced team environment. Familiarity with ZenDesk software application is desirable.

Westat offers competitive benefits with ESOP, 401k, Health, Dental, paid vacation, sick and holiday leave, professional development as well as other benefits.

Any offer of employment may be contingent upon receipt of acceptable results from a post-offer background screening, if required for the position, based on the specific position which may include, for example, identity verification, employment history, or criminal records history.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity, or any other protected status under applicable law.