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Deskside / AV Technician

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Job ID: 1926280
Location: ROCKVILLE, MD, United States
Date Posted: Dec 19, 2019
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

Duties and Responsibilities – Tier 2 Support

 

End User Computing Support provides responsive and effective technical assistance and Tier 2 help desk support to the NIMH User Community for end user computing related issues. When operating in the Tier 2 function, the individual will be expected to work independently with minimal to no supervision to solve complex hardware and software issues in both Windows and mac OS environments.

 

Primary location of this position: Rockville, MD 20852

Primary work shift of this position:  9:30am-6:00pm
IT Support Hours: 6:30am-6:00pm

Occasional on-call shifts: 6:00pm - 8:00pm M-F; 8:00am – 4:00pm weekends/holidays

 
Core Services include:
    1. Provide onsite and remote technical support for:
      1. Troubleshooting and problem resolution for NIMH approved Windows and Apple based desktop and laptop computers, peripherals, and communications.
      2. Configuring and troubleshooting NIMH approved mobile devices including, but not limited to:
        1. iPhone’s
        2. iPad’s
        3. Mobile Broadband cards
      3. Troubleshooting NIMH standard software applications, including but not limited to: Microsoft Office 365, Adobe Acrobat DC, ActivClient, Cisco AnyConnect Secure Mobility Client (VPN)
      4. Installation of non-standard software with prior approval from ISSOs
    2. Evaluate and provide recommendations for NIMH standard computing platforms and devices.
    3. Update the inventory of computers and peripherals by completing appropriate forms, both physical and on-line, and working with the NIMH property control persons.
    4. Manage the NIMH IT inventory by working with property officers, government COTR’s, Tech Leads and branch management. This includes participation in procurement, shipping and receiving, physical placement, collection and preparation for disposal.
    5. Execute the technology refreshment program for NIMH computers and peripherals; image/refresh: initial image build, updating an image and applying the image.
    6. Perform roughly 10-20 customer laptop refreshes per month, both Windows and Macs.
    7. Utilize NIMH approved tools and techniques to execute the refresh program.
    8. Assist in the evaluation of equipment for purchase and acquisition.
    9. Physically place and remove end user hardware for moves, adds or changes when required.
    10. Track down computers that have not checked in to the Windows (SCCM) or Apple management servers (AirWatch) in over 30 days and ensure that agents and all security patches are up to date.
    11. Support the NIMH Information Systems Security Officer (ISSO) in protecting the IT infrastructure against IT security threats by providing desktop and peripheral security.
    12. Work with the ISSO and Property Teams when a device has been reported lost/stolen.
    13. Reset PINs and renew certificates for NIH PIV cards for NIMH staff using NIMH supplied workstation and software.
    14. Evaluate new and upgraded end user software applications and provide guidance for use and deployment at NIMH.
    • Maintain content for End User Computing ITIL IT Services SharePoint and respond to inquiries and requests originating from that site.
    1. Support NIMH Council sessions by assisting members in connecting to the guest Wi-Fi, setting up WebEx, loading slides, configuring Chromebooks for use as backup devices.
    2. Manage and deploy NIMH encrypted thumb drives.
    3. Create Cloud Exchange-based resource and room accounts as needed.
    4. Provide on-site Desktop Support services and at times in addition to those defined as "attended hours."  Attended Hours are 6:30 am to 6:00 pm, Monday through Friday, excluding Government holidays.  Unattended Hours are those hours during Monday through Friday, weekends and Government holidays that are not covered by the designated attended hours. Occasional on-call support is required for a small number of VIP’s until 8:00pm M-F, and until 4:00pm weekends and holidays.
    5. Support all NIMH standards for desktop hardware and software configurations established for NIMH end-users located in 6001 Executive Boulevard, 6101 Executive Boulevard and a large telework population. On occasion, projects and/or other gaps in coverage may require additional onsite support in Bldg. 10, 31, 15k, 35, or 49 on campus.
    6. Ensure that each end-user’s computer is properly configured when modification to the standard NIMH configuration is required.
    7. Follow NIMH Standard Operating Procedures when loaning out devices for those traveling within the continental U.S. and those traveling internationally.
    8. Administer all NIMH user accounts including creation, management and termination.
    9. Provide conference room support for the telecommunications and Audio-Visual applications.
    10. Provide enterprise systems management by collaborating with internal and external entities as identified by NIMH administration. 


Qualifications

Required Education and Experience:

Candidates must have experience with or the ability to do the following:  
  1. Work with minimal supervision and will have great leeway in decision making, i.e. design and construction of new conference rooms; optional configuration, i.e. cameras, phone systems, projectors; redesign of facilities; lighting; sound; networking; cabling; system integration.
  2. Research and analyze alternatives to improve A/V quality and usability, provide custom AV small conference room and office recommendations and alternatives both orally and in writing directly to the client. 
  3. Self-manage all AV workload across approximately 14 conference rooms on campus.
  4. Review proposed A/V designs for Institute conferences rooms and provide feedback.
  5. Document A/V setup for Institute office and conference rooms and provide instructions for use.
  6. Provide technical training to IT Support staff for A/V setup and support.
  7. Configure and setup A/V equipment to support Institute web conferencing activities  
  8. Provide initial setup and instructions for scheduled meeting events
  9. Assist with web conferencing log-in, setup, and configuration 
  10. Testing and troubleshooting A/V equipment issues
  11. Verify applicable equipment has been shut down in each room at the end of each day.
  12. Verify applicable equipment is turned on and functioning in each room the beginning of each day
  13. Troubleshoot A/V equipment problems and coordinate vendor support and repair 

 
Education

Bachelor's Degree and 2 years of IT Services Support experience or six years of total IT Services Support experience in lieu of having a Bachelor's Degree and 2 years of experience. 


Must have at least one year of direct A/V support experience 



Desired Qualifications

 
Desired:
 

Strong Mac troubleshooting background a plus. It is preferred that the support engineer have one or more the following certifications: Microsoft Certified Technology Specialist (MCTS) in Windows 7 and/or Office 365, Apple Certified Macintosh Technician (ACMT) and/or Apple Certified Support Professional (ACSP). 



Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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