Desktop Support Technician – Mid Level

ASG•Bethesda, MD

2d•Onsite

About The Position

ASG is seeking a mid-level Desktop Support Technician to support the National Institute of Mental Health (NIMH) in Bethesda/Rockville, Maryland. NIMH advances mental health through research, training, and public education and conducts and supports research across biological, behavioral, clinical, and social domains. The supported environment is nearly evenly divided between macOS and Windows, with some Linux systems. The Desktop Support team supports approximately 1,200 customers across three main locations. 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 position works primarily at Tier 2, handling device configuration and imaging, software installation, patching, mobile device enrollment, peripheral setup, malware remediation, troubleshooting, audio/visual support, and knowledge articles. Tier 1 includes limited walk-in support, while Tier 3 work may be available as an opportunity for growth. The role has no supervisory responsibility but serves as a trusted technical resource and informal point of reference for newer technicians, Junior Desktop Support Technicians, and the Service Desk Manager. This position is full-time and on-site.

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 supporting VIPs.
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 or Apple Certified Support Professional (current or current-minus-one version); MTA, MCSA, or MSCE; or Foundation Certificate in IT Service Management (ITIL) v4 or higher.
Required working knowledge of macOS 26 or newer, Windows 11, iOS, and Active Directory.

Nice To Haves

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

Responsibilities

Use an IT ticketing 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 and updates and applying other required configurations.
Triage hardware, software, audio/visual, network, and security issues, escalating them to appropriate teams.
Create, review, and flag knowledge base articles.
Provide limited walk-in Tier 1 support, including login and access assistance, badge certificate updates, routine how-to help, and initial troubleshooting and ticket categorization.
Perform Tier 2 work such as computer imaging and configuration, software installation, patch updates, mobile device enrollment into MDM, peripheral setup, malware remediation, and troubleshooting.
Perform other related duties as assigned.