PCMac 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 is looking for a motivated PC/Mac Desktop Support Specialist to join their team in Rockville, Maryland. The role involves providing technical support for customers both locally and remotely, focusing on software and hardware issues across various operating systems.

You will play a crucial part in maintaining a high-quality support experience while ensuring compliance with security protocols. Ideal candidates should have experience with both Windows and Mac operating systems, along with strong customer service skills.

Qualifications

• 2+ years of customer service experience is necessary.
• Experience with both Windows and Macintosh operating systems is crucial.
• Knowledge of Active Directory is required.

Responsibilities

• Provide professional customer support to local and remote customers.
• Offer technical support on software, hardware, and operating systems.
• Troubleshoot and support Microsoft Office 365 and scientific software.

Skills

Customer service

Windows 10

Macintosh operating systems

Network and re-imaging workstations

Active Directory

Microsoft Office 365

Windows Firewall

Full disk encryption

Various scientific software applications

TCP/IP network troubleshooting

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

• 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, processing outgoing surplus/donation systems, and preparing government‑furnished electronics for international travel. Also includes printer support, configuration and troubleshooting of VoIP phones.


• 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, set up and break down.

Qualifications and Skills

• 2+ years of customer service experience


• 1 to 3 years of experience with Windows 10


• 1 to 3 years of experience with Macintosh operating systems


• 1 to 3 years of experience with network and re‑imaging workstations


• Experience with 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


• 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, 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, and 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 and set up/troubleshoot VoIP phones.


• Set up, configure and troubleshoot government‑provided mobile devices.


• Assist with Microsoft Teams, Office 365, and OneDrive usage.


• Basic network troubleshooting on a TCP/IP network.


• Provide 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.