Scientific Support Technician

Description

Location: Bethesda, MD

Company Description:

ASG is a Minority- and Woman-Owned, Physician-Owned small business with over 15 years of experience in federal government contracting. We deliver a wide range of technology services, including software development, mobile apps, AI/ML, analytics, data science, big data, DevSecOps, digital transformation, cloud, and cybersecurity. ASG is CMMI Level 3 certified and holds ISO 9001:2015, 20000-1:2018, and 27001:2022 certifications.

Job Description:

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. 

Overall, the environment is nearly half macOS and nearly half Windows OS, with some Linux OS. Approximately 1,200 customers are supported by the Desktop Support team across three main locations. Support hours are 6AM – 6:30PM. There is a weekly rotating schedule for limited after-hours on-call support for executive VIPs. 

The Scientific Support Engineer provides specialized IT support for scientific research environments, addressing the unique needs of lab and clinical staff. This role serves as a subject matter expert in Mac, Windows, and Linux enterprise systems, supports virtualization and networking infrastructure, and maintains expertise in AV systems and IT peripherals, ensuring reliable and efficient end-user computing. 

Tier Structure Overview: 

Tier 1 – The majority of Tier 1 is handled by a separate Help Desk, however we offer limited walk-in support: login/access issues, update badge certifications, routine how-to questions, and initial troubleshooting and ticket categorization.? 

Tier 2 – Image and configure computers, software installs, patch updates, mobile device enrollments into MDM, peripheral set-ups, ?malware remediation, troubleshooting (hardware, software, and network), AV support, and draft and review knowledge articles. 

Tier 3 - Complex escalations and team coordination, specialized configurations, deep investigation, problem management, SME on technical projects and documentation, and provide customers with technical consultations on recommended technologies.? 

Tier 4 – Engineering, Networking, Cybersecurity, and Software Development 

The Scientific Support Technician primarily operates in Tiers 2 – 3, with opportunities for growth and advancement into leadership roles and/or Tier 4. This position is on-site full time. 

What You Will Do:  

• Use an IT ticket system to receive and track tickets, assign them for action, communicate with customers, ensure customer satisfaction, and close tickets in the system. 
• Establish solid relationships and maintain effective communication with the scientific user community, technical staff, and the Scientific Information Office.? 
• Inventory, document, and secure all existing scientific equipment connected to computers or the network. Learn and document technical functions of scientific equipment and software.? 
• Analyze scientific requirements; develop, propose, and implement solutions that balance scientific, functional, technical, and security needs.? 
• Assist scientists and vendors in deploying, configuring, troubleshooting, upgrading, maintaining, and supporting scientific equipment and software.?Advise labs on scientific computing equipment purchases and setups. 
• Coordinate infrastructure and configuration requirements for new scientific equipment and software.? 
• Train Desktop Technicians on support requirements and best practices for maintaining scientific equipment and software.? 
• Work with the security, patching, and release management teams to maintain functionality and security of all scientific equipment and software.?Communicate customer requirements to project teams. Serve as the technical lead or SME on projects. 
• Work with Network Operations to design and configure custom firewalls, VLANs to meet lab-specific network access requirements and network backup and storage solutions. 
• Configure, install, and support desktops, laptops, mobile devices, printers, monitors, and other peripherals.? 
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required.? 
• Triage hardware, software, audio/visual, network, and security issues, escalating to appropriate teams. 
• Deep investigation into complex issues, technical lead for complex team coordination, identify trends, provide root-cause analysis, and generate reports. 
• Create, review, and flag knowledge base articles. 
• Other duties as assigned. 

Systems and Tools Knowledge Desired 

Working knowledge of the following:? 

• macOS 26 or newer (Required) 
• Windows 11 (Required) 
• Linux (Required) 
• iOS (Required) 
• Active Directory (Required) 
• ServiceNow 
• MS 360 
• JAMF 
• Intune 
• Absolute 
• SCCM / Microsoft Configuration Manager 
• Ivanti 
• Bomgar 
• BigFix 

Requirements

What We Need: 

• Bachelor’s, Master’s, or Doctorate degree from an accredited college or university, Engineering or an Applied Science discipline is preferred (OR) Associate degree in an IT related field from an accredited college or university, at least 2 current IT certifications from the list below, and 2+ years of relevant experience at an NIH institute or center. 
• 6+ years of relevant, applicable professional experience. 
• Subject Matter Expert in Mac, Windows and Linux enterprise computing in an Active Directory domain environment. 
• Experience in clinical/scientific computing and end-user environments with hands-on interaction with clinical/scientific devices. 
• Professional experience supporting Microsoft 360. 
• Strong customer service skills. 
• Strong communication skills (written and verbal).? 
• Experience with VIP support. 

Even Better: 

• Experience supporting NIH/NIMH programs. 
• Programming and shell scripting skills. 
• Familiarity with networking hardware and software 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.? 
• Professional experience providing AV support.

Certification Requirement: 

It is required that the candidate hold or will be certified within the first 9 months of hire, two or more of the following certifications:? 

• HDI: Desktop Support Technician 
• CompTIA A+ Certified Professional? 
• CompTIA Network+ Certified Professional? 
• CompTIA Linux+ Certified Professional? 
• CompTIA Security+ Certified Professional? 
• Jamf?Certified Tech? 
• Apple Certified Associate - Mac Integration Basics (current or current -1 version)? 
• Apple Certified Support Professional (current or current -1 version)? 
• MTA: Microsoft Technology Associate? 
• MCSA: Microsoft Certified Solutions Associate? 
• MSCE: Microsoft Certified Solutions Expert?? 
• Foundation Certificate in?IT?Service Management (ITIL) v4 or higher? 

Clearance Requirement: 

• Ability to obtain and maintain public trust background investigation/clearance per client requirements.? 

Additional Information:

At ASG, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a protected veteran.

Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to [email protected]. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks:

At ASG, we want you to be well and thrive. Our benefits package includes:

• Healthcare Benefits
• Life
• Disability
• Paid Time Off
• 401k Matching
• Employee Referral Bonus
• Education Assistance
• Learning and Development resources
• EOE, including Disability/Veterans