Scientific Support Technician

Location: Bethesda, 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.

The Scientific Support Engineer provides specialized IT support for scientific research environments, addressing the unique needs of lab and clinical staff. This role serves as a subject matter expert in Mac, Windows, and Linux enterprise systems, supports virtualization and networking infrastructure, and maintains expertise in AV systems and IT peripherals, ensuring reliable and efficient end-user computing.

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 Scientific Support Technician primarily operates in Tiers 2 – 3, with opportunities for growth and advancement into leadership roles and/or Tier 4. 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.
• Establish solid relationships and maintain effective communication with the scientific user community, technical staff, and the Scientific Information Office.?
• Inventory, document, and secure all existing scientific equipment connected to computers or the network. Learn and document technical functions of scientific equipment and software.?
• Analyze scientific requirements; develop, propose, and implement solutions that balance scientific, functional, technical, and security needs.?
• Assist scientists and vendors in deploying, configuring, troubleshooting, upgrading, maintaining, and supporting scientific equipment and software.?Advise labs on scientific computing equipment purchases and setups.
• Coordinate infrastructure and configuration requirements for new scientific equipment and software.?
• Train Desktop Technicians on support requirements and best practices for maintaining scientific equipment and software.?
• Work with the security, patching, and release management teams to maintain functionality and security of all scientific equipment and software.?Communicate customer requirements to project teams. Serve as the technical lead or SME on projects.
• Work with Network Operations to design and configure custom firewalls, VLANs to meet lab-specific network access requirements and network backup and storage solutions.
• 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.
• Deep investigation into complex issues, technical lead for complex team coordination, identify trends, provide root-cause analysis, and generate reports.
• Create, review, and flag knowledge base articles.
• Other duties as assigned.

Systems and Tools Knowledge Desired

Working knowledge of the following:?

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