Desktop/Technical Support Specialist

Systex, Inc. is a growing Federal Government contractor providing Information Technology (IT) services for the National Institutes of Health for over 40 years. We are currently seeking qualified candidates for a 100% in-person Desktop/Technical Support Specialist to provide on-going/continuous support in Bethesda, MD (Metro accessible).

Responsibilities:

· Deliver critical and multiple levels on-site and virtual customer support for 350+ NIH users including doctors, nurses, pharmacists, scientists, and support staff in a fast-pasted hospital environment requiring 99.9% availability of network.

· Manage and track 350+ Apple computers and 10-15 PCs; includes performing routine maintenance (e.g., re-imaging computers, updating system files and/or applications, installing new software as needed, installing regular security and software updates and performance tuning).

· Supply technical support to all users via multiple forms of communication (e.g., Apple Remote Desktop software, BeyondTrust, Teams, Zoom, Skype).

· Respond to end-user requests for assistance, such as, PIV card problems (e.g., reader not working or a program not recognizing the PIV card), applications not responding correctly, assistance with permissions to servers or Microsoft Office 365 resource accounts; and training issues on how to complete a specific task related to the user’s device.

· Set up and install new Apple and Windows Computers, upon request, using the JAMF Imaging software to image and configure machines in a highly efficient and timely manner.

· Set up iPhone devices for users with MobileIron MDM software.

· Activate network ports within the NIAID network to connect various pieces of hardware to the network including computers, printers, and copiers.

· Administer Active Directory objects using the Active Directory Management Tool web site, such as user accounts settings, distribution lists creation, and modification and custom contact creation.

· Conduct desktop training for end-users on Mac OS X and other software applications when necessary.

· Facilitate the renewal of PKI certificates for users as needed.

· Configure email clients and iPhones to utilize encrypted and signed email functionality.

· Assist in setting up and/or troubleshooting Audio-Visual conferencing technology as needed.

· Work onsite 5 days a workweek (Mondays through Fridays) 7:00 – 3:30pm. No evenings, weekends, or holiday hours.

Qualifications

• At least two years of Desktop/Technical Support experience with at least 25+ end users

• All levels of Customer Service skills a must

• Intermediate/advance level of experience with Apple/MacIntosh products (computers & iPhones)

• Knowledge and experience providing support for Office 365 (Outlook, Word, Excel, and PowerPoint) and Adobe Acrobat.

• Solid understanding of computer operations in a networked environment.

• Thorough knowledge of mobile devices - including laptops, smart phones, and tablets (iPhones and Androids)

• Familiar with Active Directory (i.e., creating distribution list, modifying distribution lists, creating resource accounts, unlocking accounts, etc.)

• Experience supporting common video conferencing technologies a must.

• Technical degree or certification (such as A+, N+, MCDST, MCSE, etc.) a plus

• Bachelor's degree in technology field desired.