Desktop Support Technician Tier II

TL;DR

Desktop Support Technician Tier II: Providing hardware and software support for end users with an accent on Mac and Windows OS support, secure device configuration, and resolving VIP desktop issues through an IT ticketing workflow. Focus on installing and updating IT security software, supporting NIH-provided applications, and ensuring trouble tickets are tracked, assigned, resolved, and closed with customers.

Location: Bethesda, Maryland

Salary: $60,000 - $65,000 yearly

Company

hirify.global delivers health and national security readiness solutions for federal programs through science R&D, systems engineering, integration, and digital transformation.

What you will do

• Provide hardware and software support to staff and end users, including enhanced VIP desktop and user support.
• Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage, and other peripherals.
• Configure IT devices for secure operation, including security software installation and software updates.
• Support users of NIH-provided applications.
• Use an IT ticketing system to receive, track, assign, resolve, and close trouble tickets in coordination with technical specialists.

Requirements

• Bachelor’s degree with at least 2 years of IT customer support experience, or Associate degree with 6 years, or high school diploma with 8 years.
• Experience supporting both Mac and Windows OS, including Windows 11 and MacOS.
• 3+ years of technical support experience in the Microsoft suite.
• Experience using an IT ticketing system (preferably ServiceNow).
• Strong customer service and end-user equipment support skills, including some VIP support experience (required).
• Must be able to obtain a Public Trust clearance.

Nice to have

• IT service management and Microsoft/Apple/CompTIA certifications (required to be held or obtained within 3 months of hire).

Culture & Benefits

• Personal Time Off (PTO) plus medical, dental, and vision benefits.
• 401(k) Retirement Plan with matching component.
• Flexible spending accounts, parental leave, and supplemental life with AD&D.
• Short- and long-term disability coverage.
• Training, e-learning access, certification preparation, and education assistance.

Hiring process

• Interview process with equal opportunity consideration and reasonable accommodations for applicants with disabilities.