Lead User Support Specialist

Job overview

The Lead User Support Specialist role is onsite in Rockville, MD, supporting anticipated work with the National Institutes of Health and National Cancer Institute. Compensation is $50,390–$61,470 annually. The work supports clinical trial reporting, biomedical informatics, data management, and clinical research operations, particularly NCI Clinical Trials Reporting Office Support Services. The role leads daily help desk and end-user support operations, ensuring users receive timely technical assistance and that support practices meet organizational, security, and service standards. It also develops the team’s procedures and capabilities and uses service trends to recommend improvements.

What you'll do

• Lead help desk operations, including ticket triage, escalation, prioritization, resolution tracking, and customer communications
• provide advanced support for operating systems, accounts, devices, collaboration tools, and approved software
• establish procedures, service standards, knowledge articles, and metrics
• align support with IT and security requirements
• analyze incidents and recommend improvements
• prepare reports and briefings
• mentor support personnel and maintain cross-training.

What we're looking for

Skills & competencies

lead user support specialist

bethesda md listing

rockville md worksite

camris

help desk

end-user support

clinical research

nih

national cancer institute

desktop support

team leadership

$50,390–$61,470 annually

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision insurance
• FSA and HSA
• life and AD&D insurance
• short- and long-term disability
• legal services
• EAP
• pet insurance
• 401(k) with employer match and Roth option
• tuition and professional reimbursement
• DMV public transportation support
• referral bonus
• vacation, PTO, 11 paid holidays, and paid bonding leave

Why this role

Forecasted position contingent upon contract award; requires seven or more years of relevant support experience and experience leading help desk or end-user support teams.

About the employer

CAMRIS is hiring for this role. Industry: All Other Professional, Scientific, and Technical Services. Sector: 54.