PC/Mac Desktop Support Specialist

IMAGINEEER LLC; Rockville (MD); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

401(k) matching

Competitive salary

Health insurance

Paid time off

Job summary

IMAGINEEER LLC in Rockville, MD is looking for a motivated Desktop Support Specialist who will be responsible for providing technical support on software and hardware across Windows and MacOS. This role involves customer interactions both local and remote, ensuring effective resolution of technical issues, and document all activities in detail.

Candidates should have significant experience in customer service and the ability to work with various operating systems as well as knowledge of networking principles. The position offers a comprehensive benefits package including health insurance and paid time off.

Qualifications

• 2+ years of customer service experience.
• 1 to 3 years experience with Windows 10.
• 1 to 3 years experience with Macintosh operating systems.

Responsibilities

• Provide prompt and professional customer support.
• Support Windows and MacOS systems, including troubleshooting.
• Manage customer requests and document activities promptly.

Skills

Customer service experience

Windows 10

Macintosh operating systems

Active Directory

Microsoft Office 365

Networking and re-imaging

Remote customer support

Education

High school diploma or higher

Job description

Benefits:

• 401(k) matching
• Competitive salary
• Health insurance
• Paid time off

About this Role:

Imagineeer is seeking a highly motivated, flexible, organized, and detail-oriented PC/Mac Desktop Support Specialist to join our dynamic team in Bethesda, MD. If you want to learn, grow, and help then this is the job for you. We support a project/customer that seeks to better understand, treat, and ultimately prevent infectious, immunologic, and allergic disease seeks fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to enhance health, lengthen life, and reduce illness and disability. Our work here supports a vital mission and has significant impact on the medical and scientific communities we serve.

Key Responsibilities:

1. 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.
• Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
• Escalate tickets appropriately.
• Projection Unit: Schedule, setup and breakdown.

Qualifications and Skills:

• 2+ years of customer service experience.
• 1 to 3 years experience with Windows 10.
• 1 to 3 years experience with Macintosh operating systems.
• 1 to 3 years experience with network and re‑imaging workstations.
• PC/Windows, Macintosh, iOS and Android, Active Directory, Microsoft Office 365, Microsoft Teams support.
• 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, 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.
• Highschool Diploma or Higher.
• Must be able to obtain a public trust clearance.

Equal Opportunity Employer:

We are an Equal Opportunity Employer and do not discriminate in employment decisions on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws. All employment decisions are based on business needs, job requirements, and individual qualifications.