Desktop Support Technician, Associate

• →Provide Tier II/Tier III end-user support for Microsoft Windows 10/11 and macOS (Big Sur, Monterey and later) environments, including OS configuration, troubleshooting, and performance optimization
• →Image, deploy, configure, and maintain desktops and laptops using standardized enterprise images in compliance with NIH security baselines (USGCB, CIS benchmarks)
• →Install, configure, and support Microsoft Office 365, Adobe Acrobat DC, web browsers, collaboration tools, and NIH proprietary applications
• →Support mobile and endpoint devices, including:
  • →iOS devices (iPhones, iPads)
  • →Peripheral hardware (docking stations, monitors, smart card readers, printers, scanners)
• →Perform hardware diagnostics and repair coordination for desktops, laptops, and network printers, including vendor warranty support
• →Use ServiceNow for incident, request, and tasks:
  • →Accurately categorize, prioritize, document, and resolve tickets
  • →Meet defined SLA response and resolution times
• →Configure and manage endpoint security controls, including:
  • →Full-disk encryption (BitLocker/FileVault)
  • →Antivirus/EDR tools (e.g., Cylance or equivalent)
  • →Secure configuration enforcement
• →Perform patch and vulnerability management using enterprise tools such as:
  • →BigFix (Windows)
  • →JAMF (macOS and iOS)
• →Assist with account and access management using NIH-approved tools:
  • →Active Directory (user accounts, groups, profiles)
  • →PIV/CAC authentication and certificate troubleshooting
• →Support remote access and remote troubleshooting using approved tools (e.g., Bomgar or equivalent)
• →Configure systems for secure network connectivity, including:
  • →NIH domain joining
  • →VPN connectivity
  • →Network Access Control (NAC) compliance
• →Perform IT asset lifecycle management, including:
  • →Inventory tracking and reconciliation
  • →Equipment refresh and reassignment
  • →Media sanitization and device decommissioning per NIST 800-88 guidelines
• →Provide conference room and meeting technology support, including:
  • →Microsoft Teams and Zoom
  • →Audio/visual systems, cameras, microphones, and presentation equipment
• →Assist with security incident response on endpoints in coordination with Client Security and NIH Incident Response Teams:
  • →Malware remediation
  • →Endpoint isolation and recovery
• →Develop and maintain technical documentation and SOPs, including:
  • →End-user guides
  • →Common troubleshooting procedures
  • →Desktop configuration documentation
• →Collaborate closely with:
  • →Client federal staff
  • →NIH Center for Information Technology (CIT)
  • →Network, systems, and security teams

Requirements

• →A minimum of 3 years of relevant IT end-user / desktop support experience.
  • → A minimum of 1 year of mac troubleshooting experience. 
• →Hands-on experience providing desktop and end-user IT support in a Windows and/or macOS environment
• →Experience supporting hardware, operating systems, and common enterprise applications (Microsoft Office, Adobe, collaboration tools)
• →Familiarity with ticketing systems which is ServiceNow
• →Knowledge of endpoint security practices including encryption, antivirus, patch management, and vulnerability remediation
• →Strong customer service, communication, and documentation skills
• →Ability to work on-site during standard business hours with flexibility for occasional after-hours support
• →Ability to obtain and maintain a Public Trust (Moderate Risk) clearance

Education - Bachelor’s degree in Information Technology, Computer Science, or a related field
OR Equivalent combination of education and relevant IT support experience

Certification - One or more of the following is preferred:

• →CompTIA A+
• →Microsoft Certified Technology Specialist (MCTS) or equivalent Microsoft certification
• →Apple Certified Mac Technician (ACMT)
• →Apple Certified Support Professional (ACSP)
• →ITIL 4

Preferred Skills

• →Experience supporting federal or government IT environments
• →Familiarity with NIH or HHS security standards and policies
• →Experience with endpoint management tools such as BigFix or JAMF
• →Knowledge of asset management and hardware lifecycle processes
• →Ability to create clear SOPs and end-user documentation
• →Experience supporting conference room AV and collaboration tools

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, 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.  

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