Jr Support Technician

A Square Group•Rockville, MD

About The Position

The National Institute of Mental Health (NIMH) leads the nation’s efforts to advance mental health through research, training, and public education focused on the prevention, diagnosis, and treatment of mental illness. NIMH conducts and supports scientific research across biological, behavioral, clinical, and social domains, and disseminates findings to improve mental health outcomes and services. To support this mission, NIMH relies on modern information technology for research, data management, security, and information sharing. The Information Technology Branch (ITB) serves as the central organization for IT services, ensuring secure, reliable infrastructure and delivering customer-focused solutions in software development, end-user support, IT strategy, and data management.

Requirements

Associate degree in IT or a relevant IT certification.
At least one year of relevant work experience in IT customer support in an enterprise environment.
Experience supporting both macOS and Windows OS.
Experience supporting Microsoft 360.
Strong customer service skills.
Strong communication skills (written and verbal).
It is required that the candidate hold or will be certified within the first 9 months of hire, one or more of the following certifications: JAMF Certified Tech CompTIA A+ HDI-DAST
Ability to obtain and maintain public trust clearance.

Nice To Haves

Experience with enterprise computer and mobile management tools.
Experience with Active Directory, ServiceNow, and Bomgar.
Work experience in a medical or scientific organization.

Responsibilities

Uses an IT ticket system to receive and track tickets, assign them for action, ensure customer satisfaction, and close tickets in the system.
Configures, installs, and supports desktops, laptops, mobile devices, printers, monitors, and other peripherals.
Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
Creates, reviews, and flags knowledge base articles.
Triages hardware, software, audio/visual, network, and security issues, escalating to appropriate teams.
Other related duties as assigned.