Role: Desktop and Hardware Support
Location: Bethesda, MD// Onsite
Experience: 4- 10 years Only
Only Locals
We are seeking a highly motivated, flexible, organized, and detail-oriented PC/Mac Desktop Support Specialist to join our dynamic team in Bethesda, MD.
Responsibilities:
- Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy.
- Desktop Support - Provide technical support on software, hardware, and operating systems (Windows and MacOS), including installations, configurations, maintenance, troubleshooting, imaging new systems and processing outgoing surpldonation systems, preparing GFE laptops and phones for international travel. Also includes printer support, setup/troubleshooting VoIP phones and setup/configuration
- Mobile Device Support – Support managed mobile devices on iOS and Android
· Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
· Escalates tickets appropriately.
· Projection Unit: Schedule, setup and breakdown.
Basic Qualifications:
- 2+ years of customer service experience
· 1 to 3 years exp. with Windows 10
· 1 to 3 years exp. with Macintosh operating systems
· 1 to 3 years exp. with Network and re-imaging workstations
Preferred Skills:
- PC/Windows Support
- Macintosh
- iOS and Android
- Active Directory
- Microsoft Office 365
- Microsoft Teams
- Knowledge of Windows Firewall and related settings
- Experience with full disk encryption on both Windows and Macintosh computers
- Knowledge of an enterprise network infrastructure, including Active Directory and Group Policies
- Desktop/Customer Support:
- Provide technical support on software, hardware and operating systems (Linux, Macintosh, Windows), including installations, configurations, maintenance, and troubleshooting.
- Knowledge about personal computers – desktops, laptops, hybrids. Also including BIOS and hardware configurations and drivers.
- Remediate configuration management baseline and policy non-compliance and resolve security vulnerabilities.
- Troubleshoot and support Microsoft (Office) 365 and Adobe products, also various scientific software applications.
- Configure new computer systems and related peripherals for users.
- Image new systems and process outgoing surpldonation systems.
- Prepare government-furnished laptops and phones for international travel.
- Provide printer support, setup/troubleshoot VoIP phones.
- Setup/configure/troubleshoot government-provided mobile devices.
- Assist with Microsoft Teams, Office 365, and OneDrive usage.
- Basic network troubleshooting on a TCP/IP network.
- Providing remote customer support via multiple methods.
HDS (Hardware Support)
The Desktop Support Technician with experience in various aspects of desktop support, Windows 10, Macintosh operating systems, networking and the ability to re-image a workstation. The candidate should have strong communication skills and the ability to work in a fast-paced challenging environment with demanding users. Essential Duties:
Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
Escalates tickets appropriately.
Projection Unit: Schedule, setup and breakdown.
Required Skills:
1 to 3 years exp. with Windows 10
1 to 3 years exp. with Macintosh operating systems
1 to 3 years exp. with Network and re-imaging workstations
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