ClearanceJobs
Desktop User Support (Windows & MAC)
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. 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.
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. 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.