Desktop Support Technician – Mid Level

Description

 Location: Bethesda/Rockville, 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. 

This role does not carry supervisory responsibility, but functions as a trusted technical resource and informal point of reference for newer Technicians, Junior Desktop Support Technicians, and the Service Desk Manager.?  

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 Desktop Support Technician primarily operates in Tier 2, with opportunities for growth and advancement for Tier 3.? 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.? 
• 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.? 
• Create, review, and flag knowledge base articles.? 
• Other related duties as assigned. 

Systems and Tools Knowledge Desired 

Working knowledge of the following:? 

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

Requirements

What We Need: 

• Bachelor's degree from an accredited college or university (OR) Associate degree in an IT related field from an accredited college or university and at least 2 current IT certifications from the list below. 
• 5+ years of relevant, applicable professional experience.
• Expert with macOS and Windows OS in the Active Directory enterprise environment. 
• 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. 
• Professional experience in a clinical or scientific environment.
• Familiarity with Linux OS.
• 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, one 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