Clinic PC / MAC Desktop Support Technician (NEI-7)

CyberData Technologies•Bethesda, MD

About The Position

CyberData Technologies is seeking a reliable and detail-oriented PC / MAC Desktop Support Technician to provide comprehensive IT support for both Windows and Mac environments in an NIH FISMA-HIGH Clinic Environment. The ideal candidate will possess strong technical expertise, excellent customer service skills, and the ability to address and resolve a wide range of hardware and software issues efficiently. This role plays a critical part in maintaining operational excellence and ensuring a seamless user experience for end-users.

Requirements

Significant experience managing enterprise endpoint environments in regulated federal and healthcare IT settings.
Strong expertise in Windows enterprise administration, including Active Directory and Microsoft Exchange.
A minimum of 5 years of experience in desktop support for both Windows and Mac environments.
Strong understanding of network configurations, hardware requirements, and installation processes.
Familiarity with ITIL Framework processes, including Incident Management, Request Fulfillment, and Problem Management.
Proficiency in creating and maintaining technical documentation and knowledge bases.
Exceptional customer service and communication skills, with the ability to provide VIP support.
Ability to prioritize tasks, manage multiple incidents simultaneously, and meet established SLAs within a ServiceNow ticketing environment.

Nice To Haves

Bachelor’s degree in IT or a related field is preferred.
Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
(CompTIA Network+, CompTIA Security+, Cisco Certified Network Associate).

Responsibilities

Administer and maintain endpoint systems using enterprise management tools such as KACE SMA and Microsoft Intune.
Identify, assess, and remediate security vulnerabilities using Tenable Nessus and other vulnerability management tools.
Manage incidents, service requests, and problem resolution through ServiceNow, ensuring adherence to SLAs and proper documentation.
Diagnose and resolve issues related to network configurations and services, including DHCP, DNS, VPNs, and firewall rules.
Administer Active Directory environments, including domain-joined systems, user and group account management, and security group permissions.
Perform patch management and system updates using approved patch management tools to ensure compliance and system stability.
Create, update, and maintain Standard Operating Procedures (SOPs) and knowledge base articles to support service desk operations and knowledge transfer.
Install, configure, and troubleshoot Mobile Device Management (MDM) solutions, including MobileIron/IvantiGo for iOS devices.
Manage Microsoft Exchange objects, including distribution groups, shared mailboxes, and mailbox permissions.
Collaborate with the security team to create and maintain security waivers for endpoint devices in accordance with NIH security policies.
Troubleshoot, configure, and maintain specialized scientific and clinical devices, ensuring adherence to vendor specifications.
Support, troubleshoot, and configure specialized clinical and research applications involving Protected Health Information (PHI).
Document system modifications through formal Change Requests (CRs), ensuring proper approval and implementation in accordance with change management procedures.