Desktop Support Technician - Tier 2

Overview

We are looking for a Mid level Desktop Support Technician who will deliver a high level of remote, phone, and desk side customer service remote and desk side support to our NIH client. The Technician
must perform in-person, remote control, over-the-phone, and automated IT support to all client networks, workstations (laptops and desktops, and peripherals). The Technician must troubleshoot
hardware issues and problems that include the following: PCs, Laptops, Computer Accessories, (such as printers, scanners, keyboards, mice), smartphones, iPhone, Wireless Equipment, and Cisco VPN.

The technician must utilize an enterprise level remote assistance tool (currently Bomgar) to increase
the number of service tickets resolved remotely. The Technician must be responsible for immediate escalation of security incidents found in the client environments as reported by the NIH Incident Response Team (IRT) and the appropriate ISSO. The technician must work with the customer to resolve incidents and escalate to Tier 3 SMEs if resolution is not found

Responsibilities

Essential Duties and Responsibilities (Other duties may be assigned)
• Configuring, installing, and supporting desktop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals
• Sanitizing computers as required by Standard Operating Procedures (SOPs)
• Ensuring IT devices are configured for secure operation including installing software updates, security software, and other configurations, as required.
• Connect and configure IT devices to use computer networks.
• Diagnosing hardware and software failures; communicate with customers on remediationplans and providing status updates.
• Providing software support for customers general use of computers and peripherals
• Providing virtual assistance sessions, such as Windows Remote Assistance, Apple Remote Desktop and Bomgar
• Providing end user support for Microsoft AD environment on TCP/IP network.
• Troubleshooting and responding to technical problems relating to hardware and software.
• Recommending hardware upgrades to the Client for review and approval that may be needed to support or enhance the system.
• Analyzing and proposing ideas, suggestions, and improvements relating to customer support
• Configuring and installing RSA soft tokens and PIV card
• Installing, configuring, testing, and maintaining hardware and software
• Serving as liaisons between customers and vendors for Warranty support
• Providing support for all Windows platforms. Support includes installation, troubleshooting
and repair of current and future releases.
• Providing support for the latest Mac Operating Systems. This includes installation,
troubleshooting and repair of current and future releases.
• Supporting end user hardware and maintenance of systems from multiple vendors running Mac OS Proven Solutions. Improved Results.

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• Providing installation and support of desktop software to include COTS, GOTS and Custom Applications
• Providing support for mobile device management including support for mobile devices such as various iOS devices, Windows Tablets, and Android devices
• Providing support for approved mobile devices and associated software. Support includes installation, configuration, and troubleshooting.
• Providing support of the components (hardware and software) of Unified Communications; including, but not limited to, VOIP phones, Jabber, and peripherals.
• Providing support of the collaboration components such as Zoom, and MS Teams.
• Breaking down and setting up equipment for smaller moves, typically around 5 personnel, and is not intended for whole office moves.
• Providing support for and installation of computer systems and peripherals including but not limited to local and network printers and copiers.
• Providing quarterly recommendations for standardized laptop, desktop, mobile and other computing devices to be brought into the OD environment.
• Working with the Government to maintain an appropriate level of inventory for desktops, laptops, and peripherals according to SOP.
• Anticipating in advance and with timely notification to the Team Lead to allow for ordering of essential equipment.
• Working with the appropriate Security Team to ensure all discovered vulnerability findings for all network devices, including but not limited to, desktops, printers etc. are remediated within designated timeframes which are approved by the client.
• Assuming responsibility for assisting Government staff with remediation of security incidents including but not limited to: removal of the threat or vulnerability, removal of End-of-Life software, manually patching, anti-virus scans, manual update of automated patching software, malware scans, and device re-image

Qualifications

Experience and Qualifications
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or
ability required.

Qualifications
Five (5) Years of general experience as a desktop support or similar role.


Preferred Certifications:
• CompTIA A+ certification
• CompTIA Network+ certification
• Microsoft Desktop Support Technician (MCDST) certification
• MCITP: Windows 11, Enterprise Desktop Support Technician.
• ITIL v4 or latest

Communications Skills

This job requires interaction with client, team lead, peers and work with customers. The ability to
effectively communicate ideas and concepts both orally and in written documents is critical.

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The position is on-site three days per week, with five days per week required in the office during the initial onboarding period. The salary range is $68,000-$70,000, based on experience.