Support Technician (Mid-level)

ASG•Bethesda, 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. What You Will Do: Provides hardware and software support to a diversified staff and end-user population. Configures, installs, and supports desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals. Provides enhanced VIP desktop and user support service. Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required. Provides software support for users of NIH-provided applications. Uses an IT ticket system to receive and track the trouble tickets, assigns them to a technical specialist for action, and ensures that tickets are resolved, and closed out with the customer and in the system. Other duties as assigned.

Requirements

Bachelor’s degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience.
3+ years of technical support experience in Microsoft suite.
Experience supporting both the Mac and Windows OS.
Strong customer service and communication skills are key as this role involves heavy face-to-face customer support.
Experience supporting various operating systems – expertise should include Windows 7/10; and some MAC OS (ideally 10.8 and above).
Experience using ticketing system (preferably ServiceNow).
Strong customer service and end-user equipment support skills; preferably with some experience support VIPs (MUST).
Ability to obtain and maintain public trust clearance.

Nice To Haves

It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:
- Foundation Certificate in IT Service Management (ITIL) v3 or higher
- MTA: Microsoft Technology Associate
- MCSA: Microsoft Certified Solutions Associate
- MSCE: Microsoft Certified Solutions Expert
- Apple Certified Associate – Mac Integration Basics (current or current -1 version)
- Apple Certified Support Professional (current or current -1 version)
- CompTIA A+ Certified Professional
- CompTIA Network+ Certified Professional
- CompTIA Security+ Certified Professional
- Jamf Certified Tech
- Jamf Certified Expert

Responsibilities

Provides hardware and software support to a diversified staff and end-user population.
Configures, installs, and supports desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
Provides enhanced VIP desktop and user support service.
Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
Provides software support for users of NIH-provided applications.
Uses an IT ticket system to receive and track the trouble tickets, assigns them to a technical specialist for action, and ensures that tickets are resolved, and closed out with the customer and in the system.
Other duties as assigned.