IT Desktop Support Technician II

NTT DATA Services•Bethesda, OH

2d•$60,214 - $81,466•Onsite

About The Position

The Desktop Support Technician will provide technical deskside support for an extremely diverse biomedical research and clinical institute consisting of over 5,000+ users in a Windows/Macintosh/Linux environment. This is a challenging job with state-of-the-art equipment. We are looking for people with experience in various aspects of desktop support, Windows 10/11, Macintosh operating systems, networking and the ability to re-image a workstation. The candidate should have strong communication skills and the ability to work in a fast-paced challenging environment with demanding users.

Requirements

High School Diploma or higher
Minimum 2 years of experience in desktop support, field support, help desk, or a similar IT support role.
Minimum 2 years of experience with Windows 10/11.
Minimum 2 years of experience supporting Windows desktops and laptops.
Minimum 2 years of experience with Microsoft 365, Outlook, Teams, and other common business applications.
Minimum 2 years of experience installing and configuring computer hardware, software, printers, and peripherals.
Ability to obtain a Public Trust Clearance.

Nice To Haves

CompTIA A+, Network+, or Microsoft certification a plus.
Experience with Active Directory.
Minimum 2 years of experience with Macintosh operating systems
Minimum 2 years of experience with Network and re-imaging workstations
Familiarity with Microsoft Intune or other endpoint-management platforms.
Experience with imaging and deploying Windows/Mac computers.
Familiarity with remote-support tools.
Experience supporting mobile devices and tablets.
Valid driver's license.

Responsibilities

Provide Level 1 and Level 2 technical support for desktop, laptop, printer, mobile device, and peripheral issues.
Diagnose and resolve hardware, software, network connectivity, and operating system difficulties.
Install, configure, image, upgrade, and maintain desktops, laptops, monitors, printers, docking stations, and other IT equipment.
Perform on-site and remote troubleshooting.
Support Windows/Mac operating systems, Microsoft 365 applications, Adobe Suite and other common business software.
Configure user accounts, workstations, applications, and peripherals in accordance with IT standards.
Install, configure, support and troubleshoot various scientific applications and instruments including but not limited to Freezerworks, BioRender, Microplate Reader and Spectrophotometer.
Troubleshoot basic network connectivity issues, including Wi-Fi, Ethernet, VPN, and printer connectivity.
Assist with hardware deployments, refreshes, relocations, and equipment moves.
Maintain accurate inventory records for IT hardware and equipment.
Manage and update support tickets, documenting troubleshooting steps and resolutions.
Escalate complex hardware, software, security, or network issues to the appropriate IT team.
Assist with onboarding and offboarding activities, including workstation setup and equipment collection.
Provide clear, professional, and customer-focused communication to end users.
Follow IT security policies, procedures, and asset-management standards.
Participate in IT projects, system upgrades, and other technical initiatives as needed.
Ability to lift and move IT equipment weighing approximately 40–50 lbs.
Ability to work under desks, connect cabling, and install or replace computer equipment.
Understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and general networking concepts.
Work with a ticketing or IT service-management system.