PCMac Desktop Support Specialist

Benefits

• 401(k) matching
• Competitive salary
• Health insurance
• Paid time off

Imagineeer is seeking a highly motivated, flexible, organized, and detail-oriented PC/Mac Desktop Support Specialist to join our dynamic team in Bethesda, MD. If you want to learn, grow, and help then this is the job for you. We support a project/customer that  seeks to better understand, treat, and ultimately prevent infectious, immunologic, and allergic disease seeks fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to enhance health, lengthen life, and reduce illness and disability.  

Our work here supports a vital mission and has significant impact on the medical and scientific communities we serve.

• Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy.
• Desktop Support – Provide technical 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 electronics for international travel. Also includes printer support, configuration and troubleshooting of VoIP phones.
• Mobile Device Support – Support managed mobile devices on iOS and Android.
• Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
• Escalate tickets appropriately.
• Projection Unit – Schedule, set up and break down.

• 2+ years of customer service experience
• 1 to 3 years of experience with Windows 10
• 1 to 3 years of experience with Macintosh operating systems
• 1 to 3 years of experience with network and re‑imaging workstations
• Experience with PC/Windows, Macintosh, iOS and Android, Active Directory, Microsoft Office 365, 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
• Provide technical support on software, hardware and operating systems (Linux, Macintosh, Windows), including installations, configurations, maintenance, and troubleshooting.
• Knowledge about personal computers – desktops, laptops, hybrids, BIOS and hardware configurations and drivers.
• Remediate configuration management baseline and policy non‑compliance and resolve security vulnerabilities.
• Troubleshoot and support Microsoft (Office) 365 and Adobe products, and various scientific software applications.
• Configure new computer systems and related peripherals for users.
• Image new systems and process outgoing surplus/donation systems.
• Prepare government‑furnished laptops and phones for international travel.
• Provide printer support and set up/troubleshoot VoIP phones.
• Set up, configure and troubleshoot government‑provided mobile devices.
• Assist with Microsoft Teams, Office 365, and One Drive usage.
• Basic network troubleshooting on a TCP/IP network.
• Provide remote customer support via multiple methods.
• High school Diploma or Higher
• Must be able to obtain a public trust clearance

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.