Service Desk Tier 2 Engineer

Overview

BRMi is seeking a Service Desk Tier 2 Engineer to provide advanced technical support for NIH end users across desktop, mobile, conference room, and enterprise technology environments.

The successful candidate will be responsible for troubleshooting and resolving complex technical issues, supporting end-user devices and applications, and ensuring exceptional customer service for NIH staff and stakeholders.

This position requires strong cross‑functional technical expertise supporting Windows, macOS, and Linux environments, along with experience supporting audiovisual technologies, virtual meeting platforms, and enterprise collaboration tools.

• Comprehensive Medical, Dental, and Vision Insurance
• Employer‑Paid Life Insurance
• Employer‑Paid Short‑Term and Long‑Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

Salary: 65k–75k

Work Location:

Primary place of performance is Bethesda, Maryland, supporting NIH facilities and approved remote work locations in accordance with Government policies.

• End User Support
  • Provide Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
  • Diagnose and resolve hardware, software, operating system, and connectivity issues.
  • Troubleshoot Windows 10, macOS, and Linux workstation environments.
  • Support enterprise applications and software commonly used within NIH environments.
  • Escalate complex issues to Tier 3 engineers when appropriate.
• Systems & Connectivity Support
  • Troubleshoot VPN connectivity issues and remote access technologies.
  • Support wireless networking technologies and user connectivity issues.
  • Configure, install, maintain, and upgrade desktop and mobile computing devices.
  • Assist with workstation deployments, system refreshes, and technology rollouts.
• Audio Visual & Conference Room Support
  • Support NIH conference rooms and meeting spaces.
  • Troubleshoot audiovisual systems, collaboration technologies, and conferencing equipment.
  • Provide support for virtual meetings, hybrid meetings, webinars, and conferences.
  • Assist users with Microsoft Teams, Zoom, Web Ex, and other collaboration platforms.
  • Ensure conference room technologies remain operational and available.
• Technical Evaluation & User Support
  • Provide technical guidance and support to NIH users and stakeholders.
  • Assist with testing and validation of hardware, software, and mobile device technologies.
  • Document issues, resolutions, and support activities within the IT service management platform.
  • Maintain high levels of customer satisfaction through responsive and professional support.
• Service Desk Operations
  • Respond to incidents, service requests, and escalations in accordance with established service levels.
  • Maintain accurate ticket documentation and resolution records.
  • Participate in continuous service improvement initiatives.
  • Collaborate with infrastructure, security, and engineering teams to resolve technical issues.
• Perform other duties as assigned

• Minimum of three (3) years of experience providing desktop support, service desk support, or end‑user technical support.
• Experience supporting Windows 10, macOS, and Linux environments.
• Experience troubleshooting VPN, wireless, and network connectivity issues.
• Experience supporting enterprise applications and end‑user technologies.
• Experience supporting audiovisual systems, conference room technologies, and virtual meeting platforms.
• Strong troubleshooting and problem‑solving skills.
• Excellent customer service and communication skills.
• Ability to work independently and collaboratively within a team environment.
• Ability to obtain and maintain a federal background investigation.
• Candidates must possess the following certifications:
  • ITIL Practitioner
  • LPIC-1
  • Microsoft Role‑Based Certifications
  • CompTIA A+
• Preferred Experience
  • Experience supporting NIH, HHS, or other federal civilian agencies.
  • Experience supporting scientific, research, or healthcare environments.
  • Experience supporting Microsoft Teams, Zoom, Web Ex, and hybrid meeting technologies.
  • Familiarity with IT Service Management (ITSM) tools and processes.
  • Experience supporting Apple devices and mobile…