Desktop Support Technician – Mid Level

Location: Bethesda/Rockville, MD

Company Description:

ASG is a Minority- and Woman-Owned, Physician-Owned small business with over 15 years of experience in federal government contracting. We deliver a wide range of technology services, including software development, mobile apps, AI/ML, analytics, data science, big data, DevSecOps, digital transformation, cloud, and cybersecurity. ASG is CMMI Level 3 certified and holds ISO 9001:2015, 20000-1:2018, and 27001:2022 certifications.

Job Description:

The National Institute of Mental Health (NIMH) leads the nation’s efforts to advance mental health through research, training, and public education focused on the prevention, diagnosis, and treatment of mental illness. NIMH conducts and supports scientific research across biological, behavioral, clinical, and social domains, and disseminates findings to improve mental health outcomes and services.

Overall, the environment is nearly half macOS and nearly half Windows OS, with some Linux OS. Approximately 1,200 customers are supported by the Desktop Support team across three main locations. Support hours are 6AM – 6:30PM. There is a weekly rotating schedule for limited after-hours on-call support for executive VIPs.

This role does not carry supervisory responsibility, but functions as a trusted technical resource and informal point of reference for newer Technicians, Junior Desktop Support Technicians, and the Service Desk Manager.?

Tier Structure Overview:

Tier 1 – The majority of Tier 1 is handled by a separate Help Desk, however we offer limited walk-in support: login/access issues, update badge certifications, routine how-to questions, and initial troubleshooting and ticket categorization.?

Tier 2 – Image and configure computers, software installs, patch updates, mobile device enrollments into MDM, peripheral set-ups,?malware remediation, troubleshooting (hardware, software, and network), AV support, and draft and review knowledge articles.

Tier 3 - Complex escalations and team coordination, specialized configurations, deep investigation, problem management, SME on technical projects and documentation, and provide customers with technical consultations on recommended technologies.?

Tier 4 – Engineering, Networking, Cybersecurity, and Software Development: The Desktop Support Technician primarily operates in Tier 2, with opportunities for growth and advancement for Tier 3.? This position is on-site full time.

What You Will Do:

• Use an IT ticket system to receive and track tickets, assign them for action, communicate with customers, ensure customer satisfaction, and close tickets in the system.?
• Configure, install, and support desktops, laptops, mobile devices, printers, monitors, and other peripherals.?
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required.?
• Triage hardware, software, audio/visual, network, and security issues, escalating to appropriate teams.?
• Create, review, and flag knowledge base articles.?
• Other related duties as assigned.

Systems and Tools Knowledge Desired

Working knowledge of the following:?

• macOS 26 or newer (Required)
• Windows 11 (Required)
• iOS (Required)
• Active Directory (Required)
• ServiceNow
• MS 360
• JAMF
• Intune
• Absolute
• SCCM / Microsoft Configuration Manager
• Ivanti
• Bomgar
• BigFix
• Linux