Senior Desktop Support Technician (Job 1484)

DLH•Bethesda, MD

10h•$78,860 - $88,725

About The Position

The Senior Desktop Support Technician provides frontline technical support for the National Institute on Aging (NIA) user community, supporting desktop systems, software applications, mobile devices, and IT services in a fast-paced research and administrative environment. The role is the primary point of contact for resolving technical issues, assisting users with IT requests, and providing high-quality customer support across NIA offices and research programs. The position requires strong troubleshooting skills, excellent customer service, and the ability to support a broad range of technologies in a secure federal IT environment. The technician supports approximately 700 scientists and technicians, works with end users and enterprise IT teams, and contributes to a mission-driven biomedical and aging research environment.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field and at least 5 years of experience in IT support, help desk, or desktop support roles; alternatively, a high school diploma and 7 or more years of relevant experience.
Valid state driver’s license.
Ability to travel between local locations.
Knowledge of Windows and Macintosh operating systems and workstations using Linux and Unix.
Knowledge of network protocols and cabling technologies.
Knowledge of federal information technology policies and regulations.
Familiarity with Active Directory, account management, and endpoint support.
Experience with ticketing systems and IT service management processes.
Strong customer service and communication skills.
Ability to troubleshoot technical issues in onsite and remote environments.
Ability to prioritize tasks and manage multiple support requests effectively.
Must be able to obtain a Public Trust clearance.

Nice To Haves

One or more of the following certifications: Apple Certified Support Professional, CompTIA Security+, CompTIA A+, JAMF Certified Associate, or Microsoft 365 Certified: Modern Desktop Administrator Associate.
Experience within NIH, HHS, or other federal environments.
Familiarity with ServiceNow or similar ITSM platforms.
Basic understanding of cybersecurity best practices and endpoint security tools.
Experience supporting mobile devices and enterprise collaboration platforms.
Knowledge of IT asset management and hardware lifecycle support.

Responsibilities

Provide tier 2/3 helpdesk support and resolve hardware, software, and application problems using available tools and established case-handling policies and procedures.
Perform IT support duties in accordance with industry best practices for IT Service Management (ITSM).
Provide professional, customer-focused service and develop relationships with customers, third-party IT providers, and NIA IT teams.
Install and configure agency-approved mobile devices and maintain MDM compliance.
Provide bench-top computer support for approximately 700 scientists and technicians using desktop computers running Windows, Macintosh, Linux, and Unix.
Configure new computers to NIH NIA IRP standards, install upgrades and new programs, and troubleshoot network, hardware, and software problems.
Support NIA NIH IRP-specific software, including citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs, and terminal emulators.
Create, delete, and manage Active Directory user accounts; restore user data from enterprise backup; and perform general help desk tasks.
Work closely with end users, system administrators, cybersecurity staff, and enterprise IT teams.
Participate in team-based support operations and continuous service improvement initiatives.