Desktop Support Technician Tier II

Role Overview The Desktop Support Technician will provide hardware and software support to a diversified staff and end‑user population, with a focus on customer service and communication. The role involves heavy face‑to‑face customer support and requires experience supporting both Mac and Windows OS. The technician will configure, install, and support desktops, laptops, and other peripherals, as well as provide software support for users of NIH‑provided applications. What You Will Do Provide hardware and software support to a diversified staff and end‑user population, configure and install IT devices, provide software support for users of NIH‑provided applications, and use an IT ticketing system to receive and track trouble tickets. Why It Might Be a Fit The successful candidate will have strong customer service and communication skills, experience supporting both Mac and Windows OS, and experience using a ticketing system. The role offers opportunities for career development and training to help drive success. Requirements Bachelor’s degree along with at least two (2) years of relevant work experience in IT customer support, or an Associate degree with six (6) years of relevant work experience in IT customer support, or H.S. diploma with at least eight (8) years of relevant work experience. Experience supporting both the Mac and Windows OS. Experience supporting various operating systems – expertise should include Windows 11 and MacOS. 3+ years of technical support experience in the Microsoft suite. Experience using a ticketing system (preferably ServiceNow). Strong customer service and end‑user equipment support skills; preferably with some experience supporting VIPs. Must be able to obtain a Public Trust clearance. Certification Requirement Hold or will be certified within 3 months of hire, one or more of the following certifications: Foundation Certificate in IT Service Management (ITIL) v3 or higher MTA: Microsoft Technology Associate MCSA: Microsoft Certified Solutions Associate MSCE: Microsoft Certified Solutions Expert Apple Certified Associate – Mac Integration Basics (current or current -1 version) Apple Certified Support Professional (current or current -1 version) CompTIA A+ Certified Professional CompTIA Network+ Certified Professional CompTIA Security+ Certified Professional JAMF Certified Tech JAMF Certified Expert Benefits Personal Time Off (PTO) Medical Dental Vision Supplemental life with AD&D Short and long‑term disability Flexible spending accounts Parental leave Legal services 401(k) Retirement Plan with matching component Learning suite for formal and informal learning Professional and technical certification preparation Education assistance at accredited institutions #J-18808-Ljbffr