About this role

Provide hardware and software support to a diversified staff and end-user population
Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals
Provide VIP desktop and User support
Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
Provide software support for users of NIH-provided applications
Use an IT ticket system to receive and track the trouble tickets, and ensures that tickets are resolved, and closing out with the customer and in the system

Bachelor’s degree along with at least one (1) year of relevant work experience in IT customer support or an Associate's degree or H.S. diploma with at least three (3) years of relevant work experience
MacOS and Apple support skills along with Windows 10/11 support experience.
Strong customer service and communication skills are key as this role involves heavy face-to-face customer support
3+ years of technical support experience in Microsoft suite
Experience using ticketing system (preferably ServiceNow)
Strong customer service and end-user equipment support skills; preferably with experience supporting VIPs
Ability to obtain a Public Trust

Desktop Support Technician

Key skills