SCA Helpdesk III

NTT DATA North America•Rockville, MD

About The Position

NTT is seeking a highly motivated, flexible, organized, and detail-oriented PC/Mac Desktop Support Specialist to join our dynamic team in Rockville. 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. This position will include the following responsibilities.

Requirements

High School Diploma or higher
Minimum 2 years of experience supporting Windows applications
Minimum 2 years of experience supporting Mac applications
Minimum 2 years of customer service experience
Ability to obtain a Public Trust Clearance
Knowledge about personal computers – desktops, laptops, hybrids. Also including BIOS and hardware configurations and drivers.

Nice To Haves

PC/Windows Support
Macintosh
iOS and Android
Active Directory
Microsoft Office 365
Microsoft Teams
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
Troubleshoot and support Microsoft (Office) 365 and Adobe products, also various scientific software applications.

Responsibilities

Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base.
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
Provide technical support on software, hardware and operating systems (Linux, Macintosh, Windows), including installations, configurations, maintenance, and troubleshooting.
Remediate configuration management baseline and policy non-compliance and resolve security vulnerabilities.
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.