Support Technician (Mid-level)

ASG•Rockville, MD

16h•Onsite

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

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 macOS and Windows OS in an enterprise environment with Active Directory.
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 10/11; macOS (15 and above); and some familiarity with Linux.
Experience using a ticketing system (preferably ServiceNow).
Strong customer service and end-user equipment support skills; VIP support experience is a MUST.
Ability to obtain and maintain public trust clearance.

Nice To Haves

Jamf Certified Tech
Jamf Certified 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
MTA: Microsoft Technology Associate
MCSA: Microsoft Certified Solutions Associate
MSCE: Microsoft Certified Solutions Expert
Foundation Certificate in IT Service Management (ITIL) v4 or higher
HDI Desktop Support Technician or Desktop Advanced Support Technician

Responsibilities

Provide hands-on desktop, laptop, mobile device, printer, peripheral, application, cybersecurity, and network support for a mixed Windows and Mac environment.
Support end users across Windows, macOS, Microsoft 365, NIH-provided applications, and common enterprise tools.
Configure, deploy, troubleshoot, and maintain Windows and Mac workstations, including operating system settings, user profiles, software installation, updates, security tools, and peripheral connectivity.
Provide Mac support using Jamf, including device enrollment, configuration profiles, software deployment, patching support, inventory review, and troubleshooting of managed macOS devices.
Provide Windows support, including workstation imaging or provisioning support, Microsoft application troubleshooting, endpoint configuration, security software updates, and user account or access-related support.
Deliver enhanced VIP desktop and end-user support with a strong focus on in-person customer service, timely issue resolution, and clear communication.
Use the IT ticketing system, preferably ServiceNow, to receive, document, assign, track, resolve, and close support requests with the customer.
Support secure device operations by applying required configurations, updates, security software, and endpoint compliance actions.
Perform other duties as assigned.