Desktop Technician, Junior

Location: Bethesda, MD

Required Clearance: Public Trust

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

Job Title: Desktop Technician, Junior

Job Overview: We are seeking a Junior Desktop Support Technician to support our Client. The ideal candidate will provide end‑user deskside and remote support for Windows, macOS, and iOS devices, assist with hardware/software troubleshooting, ticket management, endpoint management, and support NIH security compliance requirements. This role supports a fast‑paced customer environment and will work closely with federal leads and IT teams to ensure high‑quality service delivery, strong documentation, and timely remediation of incidents and security vulnerabilities.

Key Responsibilities End‑User Deskside and Remote Support

• Provide deskside and remote troubleshooting and “how‑to” support for hardware, software, peripherals, printers, mobile devices, and network connectivity.
• Support Microsoft Windows and Apple macOS environments, including configuration, break/fix, and user setup.
• Support and troubleshoot wired, wireless, and VPN connectivity, including authentication and access issues.
• Support local/network/label printers, copiers, scanners, and shared multi‑function devices.
• Perform user data backups, restoration, settings preservation, and system refresh activities as needed.
• Coordinate loaner device issuance and maintain loaner readiness, tracking inventory weekly.

Service Desk & Ticket Lifecycle Ownership

• Log, update, and resolve incidents and requests using an ITSM platform (e.g., Service Now preferred).
• Maintain ownership of assigned incidents/requests through resolution, including follow‑up with other support groups.
• Meet defined AQL and SLA standards for acknowledgment, progress updates, work notes, and ticket closure documentation.
• Participate in queue management activities, appointment coordination, and customer communications.

Endpoint Management, Imaging, and Patch Support (Exposure/Support Role)

• Support imaging services for Windows and macOS endpoints using Microsoft MECM and Jamf Pro.
• Assist with monthly patching and software deployments for Windows and macOS systems, including third‑party applications (e.g., Chrome, Adobe, Cisco VPN, Firefox, Safari, Office 365).
• Support CIS baseline configuration activities, including use of Jamf Pro configuration profiles and Group Policy.
• Help ensure laptops/desktops are configured with full disk encryption and that encryption keys are stored properly in secured systems.

Security Compliance & Vulnerability Remediation

• Identify and remediate security vulnerabilities and configuration findings for endpoints in accordance with NIH security policies.
• Assist the Client IT Security team with incident response remediation activities and time‑sensitive security requests (e.g., 0‑day vulnerability response).
• Help ensure endpoints meet compliance requirements including encryption at rest/in transit, antivirus, CDM agents, and baseline hardening.

Documentation, Training, and Continuous Improvement

• Develop and maintain technical documentation, SOPs, checklists, diagrams, training materials, and customer communications.
• Create or update user guides for collaboration tools, conference room technology, and common service desk requests.
• Support basic training sessions (town halls/brown bags) on tools such as Teams, Zoom, Web Ex, One Drive, and NIH Box.
• Contribute to service improvements through analysis of ticket trends, recurring issues, and customer satisfaction feedback.

Conference Room & Collaboration Tool Support

• Provide basic support for conference room and meeting solutions including Teams, Zoom, Web Ex, Apple TV/Air Play, and other AV systems.
• Assist with dry runs and live meeting/event support as needed, including for high‑visibility events.

Asset & Lifecycle Support

• Assist with tracking and maintaining accurate IT asset information in the Client Asset Management System (AMS).
• Support hardware refresh, deployment, sanitization, surplus, and secure disposal activities.

Education & Experience Desired

• Bachelor’s degree from an accredited institution (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business…