Desktop Technician, Senior

Location:

Bethesda, MD

Required Clearance:
Public Trust

Onsite:
Hybrid Work (Minimum 4 Day Onsite - minimum)

Job Title:

Desktop Technician, Senior

Job Summary:

We are seeking a highly skilled and customer-focused Desktop Technician, Senior to provide advanced end‑user deskside and remote support for a dynamic enterprise environment supporting Client users
. In this role, you will deliver expert troubleshooting and “how-to” assistance across Windows and Apple platforms, support network connectivity and collaboration tools, maintain secure and compliant endpoints, and contribute to IT lifecycle and mobility programs. This position requires strong technical depth, excellent communication skills, and the ability to support a diverse user population—ranging from everyday office staff to senior leadership—while maintaining high customer satisfaction and meeting service level objectives.

• Provide Tier 2/3 troubleshooting and technical assistance for hardware, software, operating systems, peripherals, and user applications, both on-site and via remote support tools.
• Support and troubleshoot Microsoft Windows and Apple macOS environments, including system configuration, performance issues, and end‑user guidance.
• Provide expert assistance for Apple iOS devices (iPhone/iPad) including setup, troubleshooting, enrollment, and “how-to” questions.
• Support and troubleshoot wired, wireless, and VPN connectivity issues across supported devices.
• Provide support for printers (local/network/label), copiers, scanners, and shared multifunction devices.

• Use incident logging systems such as Service Now (preferred), Remedy, or Cherwell to document work, track incidents/requests, and ensure timely resolution.
• Escalate issues that cannot be resolved at the service desk to other service providers; provide oversight and follow‑up to ensure hand‑offs are successful through closure.
• Maintain working knowledge of IT Service Management (ITSM) practices, customer service standards, and Service Level Agreements (SLAs).
• Demonstrates the ability to stay organized, prioritize competing work requests, and effectively manage a ticket queue and assign tickets accordingly.

• Diagnose and remediate security vulnerabilities and support incident response activities as directed, ensuring alignment with NIH/Client security requirements.
• Support Active Directory administration, endpoint management practices, security compliance checks, encryption requirements, imaging, and device configuration baselines.
• Resolve vulnerabilities within required thresholds for Critical/High/Medium findings and coordinate with security teams when escalations are needed.

• Support and coordinate device lifecycle activities including build/deploy, reimaging, upgrades, refreshes, sanitization, and surplus processes.
• Update and maintain accurate asset records within the Client Asset Management System (AMS), including device ownership changes, returns, and surplus actions.
• Assist with lifecycle planning and execution to ensure systems remain within end‑of‑life/end‑of‑service timelines and comply with policies.
• Maintain loaner laptop inventory, ensuring devices are standardized, patched quarterly, and tracked via weekly inventory reporting.

• Provide support for Client government‑furnished mobile devices and foreign travel loaners.
• Assist with enrollment into NIH’s Mobile Device Management (MDM) system and ensure secure access to NIH resources.
• Provide user guidance and training on MDM‑managed mobile apps and Office 365 mobile productivity tools.

• Support NIH collaboration tools including Microsoft Teams, SharePoint, One Drive, NIH Box, and Cisco Web Ex.
• Provide end‑user and guest support for conference room and audio/video meeting solutions, including troubleshooting devices, connectivity, and conferencing systems.
• Perform routine testing of conference room systems, coordinate vendor support when needed, and assist with high‑visibility events and meetings.
• Maintain…