PC​/Mac Desktop Support Specialist

PC/Mac Desktop Support Specialist

Rockville, Maryland, United States

Imagineeer, LLC is a fast‑growing SBA 8(a) Small Disadvantaged Business headquartered in Arlington, VA that delivers federal AI modernization across health, defense, homeland security, and transportation. We design, test, and deploy secure, AI‑ready systems that move agencies from pilots to production while maintaining governance, compliance, and mission continuity.

We are building a dynamic team in Bethesda, MD that supports a project focused on better understanding, treating, and preventing infectious, immunologic, and allergic diseases. This role offers the opportunity to grow professionally while contributing to a vital mission with significant impact on medical and scientific communities.

• Provide prompt, knowledgeable, and professional customer support to both local and remote customers, handling a wide range of technical proficiency levels.
• Offer desktop support on software, hardware, and operating systems (Windows and macOS), including installations, configurations, maintenance, troubleshooting, imaging new systems, processing outgoing surplus/donation systems, and preparing government‑furnished laptops and phones for international travel. Support printer and VoIP phone setup/troubleshooting.
• Support managed mobile devices on iOS and Android.
• Respond to incident and request tickets in a timely fashion, documenting all related activity.
• Escalate tickets appropriately.
• Schedule, set up, and break down the projection unit.

• Minimum 2+ years of customer service experience.
• 1 to 3 years’ experience with Windows 10.
• 1 to 3 years’ experience with Macintosh operating systems.
• 1 to 3 years’ experience with network and re‑imaging workstations.
• Experience with PC/Windows, Macintosh, iOS and Android, Active Directory, Microsoft Office 365, and Microsoft Teams support.
• Knowledge of Windows Firewall and related settings.
• Experience with full‑disk encryption on both Windows and Macintosh computers.
• Knowledge of an enterprise network infrastructure, including Active Directory and Group Policies.
• Ability to provide technical support on software, hardware, and operating systems (Linux, Macintosh, Windows), including installations, configurations, maintenance, and troubleshooting.
• Knowledge of personal computers – desktops, laptops, hybrids, BIOS, hardware configurations, and drivers.
• Remediation of configuration‑management baselines and policy non‑compliance, and resolution of security vulnerabilities.
• Troubleshooting and support for Microsoft (Office) 365, Adobe products, and various scientific software applications.
• Configuration of new computer systems and related peripherals for users.
• Imaging new systems and processing outgoing surplus/donation systems.
• Preparation of government‑furnished laptops and phones for international travel.
• Printer support and VoIP phone set‑up/troubleshooting.
• Configuration, troubleshooting, and support of government‑provided mobile devices.
• Assistance with Microsoft Teams, Office 365, and One Drive usage.
• Basic network troubleshooting on a TCP/IP network.
• Provision of remote customer support via multiple methods.
• High school Diploma or higher.
• Must be able to obtain a public trust clearance.

Employment for this position is contingent upon the candidate being a United States citizen and having the ability to successfully obtain and maintain a Public Trust clearance, in accordance with applicable federal regulations.

We are an Equal Opportunity Employer and do not discriminate in employment decisions on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws. All employment decisions are based on business needs, job requirements, and individual qualifications.

Pay range: 45,000 - 48,000 USD per year (Rockville, MD)