Information Technology Support Specialist- PC/Mac Desktop Support

Information Technology Support Specialist Responsibilities: Customer Support Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy. Desktop Support - Provide technical support on software, hardware, and operating systems (Windows and MacOS), including installations, configurations, maintenance, troubleshooting, imaging new systems and processing outgoing surplus/donation systems, preparing GFE laptops and phones for international travel. Also includes printer support, setup/troubleshooting VoIP phones and setup/configuration Mobile Device Support Support managed mobile devices on iOS and Android Serve as escalation point for team members. Escalates tickets appropriately. Serve as resource for team members questions technical/process/etc. Provide technical support to end-users by troubleshooting software and hardware issues, providing guidance on proper usage, and identifying areas of improvement. Install, maintain, and upgrade equipment, hardware, and software. Collaborate with other members of the technical support teams. Communicate effectively with users to gather information and identify and resolve problems. Coordinate and facilitate the resolution of complex technical issues with other teams, such as the development teams, vendor support, network engineering and etc. Respond to incident and request tickets in a timely fashion and document all activity related to a ticket. Workstation: Schedule, setup and breakdown. Training and mentoring of new staff. Basic Qualifications: 3+ years of customer service experience 2 to 4 years exp. Application Support 2 to 4 years exp. Scientific Application Support 2 to 4 years exp. Scientific Instrument Support 2 to 4 years exp. with Windows 10 2 to 4 years exp. with Macintosh operating systems 2 to 4 years exp. with Network and re-imaging workstations Preferred Skills: PC/Windows Support Macintosh iOS and Android Active Directory Microsoft Office 365 Microsoft Teams Knowledge of Windows Firewall and related settings Experience with full disk encryption on both Windows and Macintosh computers Knowledge of an enterprise network infrastructure, including Active Directory and Group Policies Desktop/Customer Support: Provide technical support on software, hardware and operating systems (Linux, Macintosh, Windows), including installations, configurations, maintenance, and troubleshooting. Knowledge about personal computers desktops, laptops, hybrids. Also including BIOS and hardware configurations and drivers. Remediate configuration management baseline and policy non-compliance and resolve security vulnerabilities. Troubleshoot and support Microsoft (Office) 365 and Adobe products, also various scientific software applications. Configure new computer systems and related peripherals for users. Image new systems and process outgoing surplus/donation systems. Prepare government-furnished laptops and phones for international travel. Provide printer support, setup/troubleshoot VoIP phones. Setup/configure/troubleshoot government-provided mobile devices. Assist with Microsoft Teams, Office 365, and OneDrive usage. Basic network troubleshooting on a TCP/IP network. Providing remote customer support via multiple methods. Education: High School Diploma or higher