Desktop Support Technician – Mid Level

A Square Group•Bethesda, MD

1d•Onsite

About The Position

ASG is hiring a mid-level Desktop Support Technician to provide on-site desktop support for the National Institute of Mental Health (NIMH) in Bethesda/Rockville, Maryland. The environment is nearly evenly divided between macOS and Windows, with some Linux, and the Desktop Support team supports approximately 1,200 customers across three main locations. The position primarily performs Tier 2 work, with opportunities to grow into Tier 3 responsibilities. It has no supervisory responsibility, but the technician serves as a trusted technical resource and informal point of reference for newer technicians and the Service Desk Manager. Support hours are 6:00 a.m. to 6:30 p.m., with a weekly rotating schedule for limited after-hours on-call support for executive VIPs. The technician uses an IT ticketing system to manage customer requests, configures and supports computers and peripherals, prepares devices for secure operation, troubleshoots and escalates technical issues, and contributes to knowledge base articles.

Requirements

Bachelor's degree from an accredited college or university, or an associate degree in an IT-related field from an accredited college or university and at least two current IT certifications from the listed certification options.
At least 5 years of relevant, applicable professional experience.
Expertise with macOS and Windows operating systems in an Active Directory enterprise environment.
Professional experience supporting Microsoft 360.
Strong customer service skills.
Strong written and verbal communication skills.
Experience providing VIP support.
Ability to obtain and maintain a public trust background investigation/clearance in accordance with client requirements.
Hold, or obtain within the first 9 months of hire, one or more of the listed certifications: HDI Desktop Support Technician; CompTIA A+, Network+, Linux+, or Security+; Jamf Certified Tech; Apple Certified Associate – Mac Integration Basics (current or current -1 version); Apple Certified Support Professional (current or current -1 version); MTA; MCSA; MSCE; or Foundation Certificate in IT Service Management (ITIL) v4 or higher.
Working knowledge of macOS 26 or newer, Windows 11, and iOS is required.
Working knowledge of Active Directory is required.

Nice To Haves

Experience supporting NIH/NIMH programs.
Professional experience in a clinical or scientific environment.
Familiarity with Linux OS.
Professional experience providing AV support.
Working knowledge of ServiceNow, MS 360, JAMF, Intune, Absolute, SCCM/Microsoft Configuration Manager, Ivanti, Bomgar, BigFix, and Linux.

Responsibilities

Use an IT ticket system to receive and track tickets, assign them for action, communicate with customers, ensure customer satisfaction, and close tickets.
Configure, install, and support desktops, laptops, mobile devices, printers, monitors, and other peripherals.
Configure IT devices for secure operation, including installing security software, software updates, and other required configurations.
Triage hardware, software, audio/visual, network, and security issues, escalating them to appropriate teams.
Create, review, and flag knowledge base articles.
Perform other related duties as assigned.
Provide limited walk-in Tier 1 support for login and access issues, badge certificate updates, routine how-to questions, and initial troubleshooting and ticket categorization.
Perform Tier 2 work including computer imaging and configuration, software installation, patch updates, mobile device enrollment into MDM, peripheral setup, malware remediation, troubleshooting, AV support, and drafting and reviewing knowledge articles.
Serve as a trusted technical resource and informal point of reference for newer technicians and the Service Desk Manager.
Participate in a weekly rotating schedule for limited after-hours on-call support for executive VIPs.