Support Technician (Mid-level)

Description:

Location: Rockville, MD

Company Description:

ASG is a Minority- and Woman-Owned, Physician-Owned small business with over 15 years of experience in federal government contracting. We deliver a wide range of technology services, including software development, mobile apps, AI/ML, analytics, data science, big data, DevSecOps, digital transformation, cloud, and cybersecurity. ASG is CMMI Level 3 certified and holds ISO 9001:2015, 20000-1:2018, and 27001:2022 certifications.

Job Description:

The National Institute of Mental Health (NIMH) leads the nation’s efforts to advance mental health through research, training, and public education focused on the prevention, diagnosis, and treatment of mental illness. NIMH conducts and supports scientific research across biological, behavioral, clinical, and social domains, and disseminates findings to improve mental health outcomes and services.

To support this mission, NIMH relies on modern information technology for research, data management, security, and information sharing. The Information Technology Branch (ITB) serves as the central organization for IT services, ensuring secure, reliable infrastructure and delivering customer-focused solutions in software development, end-user support, IT strategy, and data management.

What You Will Do:

• Provide hands-on desktop, laptop, mobile device, printer, peripheral, application, cybersecurity, and network support for a mixed Windows and Mac environment.
• Support end users across Windows, macOS, Microsoft 365, NIH-provided applications, and common enterprise tools.
• Configure, deploy, troubleshoot, and maintain Windows and Mac workstations, including operating system settings, user profiles, software installation, updates, security tools, and peripheral connectivity.
• Provide Mac support using Jamf, including device enrollment, configuration profiles, software deployment, patching support, inventory review, and troubleshooting of managed macOS devices.
• Provide Windows support, including workstation imaging or provisioning support, Microsoft application troubleshooting, endpoint configuration, security software updates, and user account or access-related support.
• Deliver enhanced VIP desktop and end-user support with a strong focus on in-person customer service, timely issue resolution, and clear communication.
• Use the IT ticketing system, preferably ServiceNow, to receive, document, assign, track, resolve, and close support requests with the customer.
• Support secure device operations by applying required configurations, updates, security software, and endpoint compliance actions.
• Perform other duties as assigned.

Requirements:

What We Need:

• Bachelor’s degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience.
• 3+ years of technical support experience in Microsoft suite.
• Experience supporting both macOS and Windows OS in an enterprise environment with Active Directory.
• Strong customer service and communication skills are key as this role involves heavy face-to-face customer support.
• Experience supporting various operating systems – expertise should include Windows 10/11; macOS (15 and above); and some familiarity with Linux.
• Experience using a ticketing system (preferably ServiceNow).
• Strong customer service and end-user equipment support skills; VIP support experience is a MUST.

Even Better:

It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:

- Jamf Certified Tech
- Jamf Certified Expert

- Apple Certified Associate – Mac Integration Basics (current or current -1 version)
- Apple Certified Support Professional (current or current -1 version)
- CompTIA A+ Certified Professional
- CompTIA Network+ Certified Professional
- CompTIA Security+ Certified Professional

MTA: Microsoft Technology Associate
- MCSA: Microsoft Certified Solutions Associate
- MSCE: Microsoft Certified Solutions Expert

- Foundation Certificate in IT Service Management (ITIL) v4 or higher

- HDI Desktop Support Technician or Desktop Advanced Support Technician

Clearance Requirement:

Ability to obtain and maintain public trust clearance.

Additional Information:

At ASG, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a protected veteran.

Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to careers@a2-g.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks:

At ASG, we want you to be well and thrive. Our benefits package includes:

• Healthcare Benefits
• Life
• Disability
• Paid Time Off
• 401k Matching
• Employee Referral Bonus
• Education Assistance
• Learning and Development resources
• EOE, including Disability/Veterans