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Technical Support Specialist

2 months ago

Rockville, Maryland, United States A-TEK Inc. Full time
Job Overview

A-TEK Inc. operates at the forefront of innovation and mission-driven solutions, leveraging extensive expertise across federal markets. Our commitment to a digital-first approach enables us to enhance capabilities in application development, digital transformation, enterprise IT, and scientific services. We aim to modernize, automate, secure, and optimize the operations of our federal clients, ensuring they remain competitive in a fast-paced digital environment.

Our dedication to serving our clients' needs is matched by our commitment to the safety and welfare of the community. This dedication shapes our approach to nurturing our most valuable asset – our employees. A-TEK Inc. actively fosters the talent that propels our success, creating a creative, challenging, and mission-oriented work environment for both current and future team members.

We are in search of an A+ certified Technical Support Specialist with expertise in both Mac and Windows platforms to deliver comprehensive technical assistance and outstanding customer service for the National Human Genome Research Institute (NHGRI) within the National Institutes of Health (NIH). Our team of approximately 12 Desktop Technicians/Engineers provides support to around 900 users at NHGRI, collaborating with other professionals who deliver Scientific Systems Engineering, Infrastructure/Data Center Operations, and Program Management support.

Key Responsibilities:

  • Deliver on-site and remote technical assistance for desktop computers and peripherals in a multi-platform environment.
  • Troubleshoot, repair, and install hardware, software, and operating systems for both Mac and Windows systems.
  • Provide support for client computing hardware, including but not limited to hard drives, memory, and peripheral connections.
  • Assist with iPhones and iPads.
  • Configure and set up workstations for diverse environments, ensuring compliance with security protocols and institutional directives.
  • Troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices.
  • Guide clients in the general operation of standard supported commercial off-the-shelf (COTS) software.
  • Consult with clients and team members to offer hardware and software recommendations.
  • Utilize the help desk ticketing system (ServiceNow) to document all work performed and communications with clients.
  • Prepare equipment for surplus, including secure data removal.

Qualifications:

  • Minimum of 4 years of relevant experience in managing Microsoft and Apple endpoint solutions.
  • Proven proficiency in configuring, troubleshooting, and supporting Apple mobile devices.
  • Experience troubleshooting Windows 10/11 and Mac OS X 12.7/13.6 in an Active Directory enterprise environment.
  • Familiarity with mobile devices, including iPhone and iPad.

Required Certifications:

  • A+ certification
  • Apple Certified Support Professional (ACSP)
  • JAMF 300
  • MS365 Endpoint Administrator Expert Certification
  • Security Clearance Level: NIH Public Trust

Work Environment: Onsite

Work Schedule: Monday-Friday; 7 am – 3:30 pm

A-TEK Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability, or Vietnam era or other protected Veteran status.