Desktop Support Technician Tier3

We are seeking an A+ certified Desktop Support Technician with Mac and Windows expertise to provide a variety of hands-on technical support and exceptional customer service for the National Human Genome Research Institute (NHGRI) within the National Institutes of Health (NIH). Our team of about 12 Desktop Technicians/Engineers supports approximately 900 users at NHGRI and works alongside other staff who provide Scientific Systems Engineering, Infrastructure/ Data Center Operations and Program Management support. This position is on-site in Rockville, MD.

You will support several buildings on NIH’s main campus that include scientific labs and hospitals where an abundance of walking may be required if you are unable to resolve the issue remotely.

You will be interacting with scientists, doctors and senior government staff. You may need to be able to explain technical intricacies to customers in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

Responsibilities and Duties:

·         Provide on-site and remote technical support for desktop computers and peripherals in a cross-platform environment

·         Support will include troubleshooting, repair, and installation of hardware, software, and operating systems for Mac and Windows.

·         Provide support of client computing hardware; including, but not limited to hard drive, memory, and peripheral connections

·         Provide support for iPhones and iPads

·         Setup and configure workstations to be used in diverse environments, while adhering to security requirements and institute directives

·         Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices

·         Help clients for general operation of standard supported COTS software

·         Consult with clients and team members to provide hardware and software recommendations

·         Work within help desk ticketing system (ServiceNow) to document all work performed and communication with clients

·         Prepare equipment for surplus, including secure removal of data

Qualifications:

·         Required Experience:  Minimum of 4 years of related experience in Microsoft and Apple endpoint management solutions. 

·         Demonstrated proficiency in configuring, troubleshooting and supporting Apple mobile devices.

·         Troubleshooting experience with Windows 10/11 and Mac OS X 12.7/13.6 in an Active Directory enterprise environment

·         Experience with mobile devices, including iPhone and iPad

Must have the ability to obtain the following certifications: 

·         A+ certification

·         Apple Certified Support Professional (ACSP)

·         JAMF 300

·         MS365 Endpoint Administrator Expert Certification

·         Security Clearance Level:  NIH Public trust