Technical IT Support Specialist - Senior (Job 1407)

Overview

The Senior Desktop Support Specialist provides advanced technical support and customer service in a fast-paced enterprise environment, supporting desktops, laptops, mobile devices, printers, peripherals, and end-user software across Windows 11, macOS, and Linux platforms. This role is responsible for configuring and securing IT assets, troubleshooting hardware and software issues, delivering enhanced VIP support, managing incidents and service requests through ServiceNow, and ensuring timely resolution and documentation of support tickets. The position also serves as a mentor to junior technicians, leads special projects, and collaborates with technical teams to maintain high levels of service delivery. The ideal candidate brings 6+ years of progressive technical support experience (or equivalent), strong expertise with Microsoft technologies, exceptional communication and customer service skills, and experience supporting executive users.

Responsibilities

• Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
• Providing enhanced VIP desktop and user support service.
• Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Providing software support for users of NIH-provided applications (as identified by the task).
• Mentoring junior technicians
• Ability to work well under pressure and meet deadlines as needed.
• Ability to lead/track special projects
• Using an IT ticket system, responsible for receiving and tracking trouble tickets, updating open tickets appropriately with actions/steps taken; working them to completion and/or re-assigning them to a technical specialist for action, and closing out with the customer and in the system.

Qualifications

• Bachelor's with 6+ years, Associate's degree with 8+ years, or High School diploma with 10+ years of technical support
• Experience with current desktop and laptop computers.
• Experience supporting various operating systems – expertise should include Windows 10 and  11; macOS (ideally 14 or higher); Linux (Ubuntu preferred)
• 5+ years of technical support experience in Microsoft suite.
• Experience using ServiceNow for incident management, problem management, and request fulfillment.
• Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs.
• Strong written and oral communications are required.
• Ability to gain and/or maintain a Public Trust clearance.

Desired Qualifications

• Experience supporting the National Institutes of Health
• Bachelor’s degree preferred; ideally in Computer Science, Information Systems, or Social Science
• Experience with Active Directory
• Experience with Mobile Device Management (such as MobileIron)
• Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
• One or more of the following certifications is desired:
  • Apple Certified Support Professional
  • Microsoft Certified Professional
  • CompTIA Security+
  • CompTIA A+

Basic Compensation: $75,000 - $81,000 yearly salary

The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer may vary based on skills, experience, geographic location, market conditions, and internal