Desktop Support Specialist

BRMi • Rockville, MD

2d • Onsite

About The Position

DMS, Inc., a BRMi company, is seeking a Desktop Support Specialist to support IT operations and provide end user support to the National Institute of Allergy and Infectious Diseases (NIAID) in a customer-facing federal biomedical research environment. The Desktop Support Specialist will work closely with other technology departments to support all end users working both onsite and remotely. The position will provide Tier 1 and/or Tier 2 support, depending on candidate level of experience, for hardware, software, operating systems, peripherals, mobile devices, and conference room technologies.

Requirements

• Minimum high school diploma or equivalent
• Minimum One (1) year enterprise desktop support experience.
• CompTIA A+, Network+, and/or Security+ or similar certifications.
• Experience supporting operating systems such as Android, iOS, Linux, MacOS, and Windows.
• Experience using ticketing system such as ServiceNow.
• Applicants must be able to routinely lift and carry 40-50 lbs.
• Must have a valid driver’s license
• Ability to obtain and maintain a U.S. Public Trust

Responsibilities

• Provide timely and courteous desktop support for hardware, software, operating systems, and peripherals.
• Support users through phone, email, chat, text, deskside visits, remote sessions, and walk-in requests.
• Create, update, and close tickets with accurate, complete, and timely documentation of work performed, customer communications, and outcomes.
• Troubleshoot and resolve issues related to Windows, macOS, mobile devices, printers, telephones, and standard desktop peripherals.
• Support conference room technology, meetings, presentations, and videoconferencing events, including setup and basic troubleshooting.
• Install, configure, and support telephones and mobile devices.
• Process or assist with surplus hardware and workstation retirement activities in accordance with client procedures.
• Support operating system upgrades, software upgrades, hardware refreshes, cloud-based service rollouts, new application deployments, and security remediation projects.
• Assist with IT security incident response and vulnerability remediation for end-user devices under direction of senior staff or security personnel.
• Provide support for the walk-in support center and for VIP users when required.
• Logically map network drives and file shares.
• Install approved software.
• Connect to and configure network printers.
• Walking between buildings on a large research campus.
• Deliver computing equipment to staff members.
• Must be punctual, reporting to work and scheduled appointments.
• Good communication skills when working with customers via email, chat, phone, and in person.
• Must be able to thoroughly document completed tasks in an electronic ticketing system.
• Must be able to follow documented procedures.
• Perform other duties as assigned

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED