Desktop Support Technician, Junior

• Imaging / deployments
• Apple Certified macOS Technician (ACMT)
• Jamf Pro Certified Tech

Location: Bethesda, MD

Required Clearance: Public Trust

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

Job Title: Desktop Support 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Desired: Bachelor’s degree from an accredited institution…