Desktop Support Technician

Bachelors and 2 years or Associates degree and 4+ years of technical support
Experience in current desktop and laptop computers
Experience supporting various operating systems – expertise should include Windows 10 and 11; macOS (ideally 14 or higher)
3+ years of technical support experience in Microsoft suite
Experience using ticketing system (preferably Service Now)
Strong customer service and end user equipment support skills; preferably with some experience support VIPs (MUST)
Strong written and oral communications required
Ability to gain and/or maintain a Public Trust clearance

Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
Providing enhanced VIP desktop and user support service.
Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
Providing software support for users of NIH-provided applications (as identified by the task).
Ability to work well under pressure and to meet deadlines as needed.
Using an IT ticket system, responsible for receiving and tracking the trouble tickets, assign them to a technical specialist for action and ensures that their tickets are resolved, and closing out with the customer and in the system.

Experience supporting the National Institute of Health
Bachelor’s degree preferred; ideally in Computer Science, Information Systems, or Social Science
Bachelors and 2 years or Associates degree and 4+ years of technical support (or equivalent combination of education and experience)
Experience with Active Directory
Experience with Mobile Device Management (such as MobileIron or Ivanti)
Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
One or more of the following certifications is desired: Microsoft Certified Professional, Apple Certified Support Professional, CompTIA Security+, CompTIA A+