Desktop User Support (Windows & MAC)
US-MD-Bethesda
External
Req #: 8389
Type: Regular Full-Time
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Overview: We are seeking a Desktop User Support (Windows & MAC) personnel to perform various activities to support the success of the team in providing quality IT services to NICHD. TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com. Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". "As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration". Responsibilities: The Eunice Kennedy Shriver National Institute of Child Health and Human Development (NICHD) was established as a component of the National Institutes of Health (NIH) in 1962. The NICHD mission is to lead research and training to understand human development, improve reproductive health, enhance the lives of children and adolescents, and optimize abilities for all. Components of the NICHD have differing environments and needs. Operating environments include UNIX, Linux, Windows, and MAC. Similarly, software for system operation, management, and application support varies among divisions. FUNCTIONAL RESPONSIBILITIES: * Configure and install Dell laptops and Apple MacBook Pro computers. Responsible for the configuration and setup of all standard/third party applications. * Follow relevant procedures to resolve task and fulfill requests within agreed upon service level agreements (SLAs). * Provide outstanding customer service both desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, and Windows Remote Control. * Assist with systems administration, troubleshooting, and resolutions. * Responsible ensuring equipment is prepared and ready to be deployed to assignees. Ensure compliance with all security and operational policies and procedures. * Diagnose and troubleshoot laptop and Apple MacBook Pro/iMACs. * Consulting and instructing users on hardware and software questions/issues. * Run diagnostic tests to isolate system problems and make recommendations for potential solutions for: Operating System (OS) issues, MS-Office software, endpoint imaging solutions and the ability to install macOS and Windows 10 images. * Maintain and support conference room computers and audio/visual equipment * Responds to telephone calls, email and dispatched requests for technical support. * Documents, tracks and monitors the problem to ensure a timely resolution. * Installs, configure and maintain Mac, peripherals (local and network printers, scanners), and other end user equipment such as iPhones and iPads. * Familiarity with the following Operating Systems are preferred: mac OS 10.14 or later, Windows 10 version 1909 or later. ADDITIONAL KNOWLEDGE AREAS PREFERRED: * Strong knowledge of Bomgar or equivalent tool for providing remote support is preferred. * Prefer ability to lift 30 pounds. * Strong communication skills both oral and written. * Prefer strong skills in the following key areas including strategic thinking, multi-tasking, time management, planning and executing to a defined schedule. * Prior experience leading a team that met defined Service Level Agreements is preferred. * Strong communication skills both oral and written. * Prefer strong skills in the following key areas including strategic thinking, multi-tasking, time management, planning and executing to a defined schedule. MINIMUM REQUIREMENTS: * Seven (7) or more years' experience in the role of IT Helpdesk Manager. * Five (5) or more years' experience leading a team of 15 or more desktop support technicians providing support for organizations with 1,000 or more staff. * Five (5) or more years' experience with supporting the following operating systems (Windows 7, 10 and Macintosh 10) and future upgrades. * Five (5) or more years' experience with MS Office 365 (Word/PowerPoint/Excel). * Three (3) years or more experience using ServiceNow including strong knowledge of ServiceNow reporting functions for ad/hoc requests. MINIMUM EDUCATION: Bachelor's Degree and Active/current PMP certification. Seven (7) years of applicable experience may be substituted for degree requirements. Related industry certification (HDI, ITIL, CMMI, etc.) is preferred. Qualifications: WORK ENVIRONMENT AND PHYSICAL DEMANDS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. * * Location: Bethesda, MD * Type of environment: Office * Noise level: Low * Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs. * Amount of Travel: Less than 10% PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. WORK AUTHORIZATION/SECURITY CLEARANCE Must be able to successfully obtain Public Trust OTHER INFORMATION Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment. EQUAL EMPLOYMENT OPPORTUNITY In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promoti
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