B10 Desktop Support Lead

Job Title: B10 Desktop Support Lead

Client: NIH

Duration: Full Time

Responsibilities:-

• Senior technician to provide leadership at Building 10 on the main NIH campus
• Familiarity with scientific research methods and tools, capable of supporting the specialized needs of NIMH lab research staff.
• Provide leadership and guidance to a team of desktop support technicians, including assigning tasks, monitoring performance, and providing coaching and mentorship.
• Serve as a subject matter expert and provide advanced technical support and troubleshooting for complex desktop and end-user computing issues.
• Analyze recurring desktop support issues to identify root causes and implement solutions to prevent future incidents.
• Maintain accurate and up-to-date documentation of desktop support processes, procedures, and troubleshooting steps to facilitate knowledge sharing and improve efficiency.
• Subject Matter Expert in Windows and Mac enterprise computing in an Active Directory domain environment.
• Familiarity with conference room AV equipment and infrastructure.
• Familiarity with Linux and virtual machines.
• Familiarity with networking such as DHCP, Subnet, DNS, VLAN, wireless and LAN (local area network).
• Familiarity with VoIP, fax, Muti-function copiers, large format printers, and other common IT peripherals.

Desired Qualifications:-

• Bachelor s degree in IT or related field (preferred) and relevant certifications (CompTIA A+, Microsoft, ITIL).
• Strong technical expertise in Windows OS, Microsoft 365, Active Directory, remote support tools, and basic networking.
• Proven leadership experience managing desktop support teams and handling escalations.
• Knowledge of ITIL processes and experience with ticketing systems like ServiceNow or Jira.
• Excellent communication and customer service skills, including experience supporting VIP and executive users.