Desktop Support in Bethesda, MD at APEX Systems

Date Posted: 1/11/2020

Job Snapshot

Job Description

Job #:  1032825

Apex Systems is seeking a Desktop Support Specialist with Mac and Windows expertise to provide a variety of hands on technical support and exceptional customer service for the National Institutes of Health (NIH).
The team of about 12 Desktop Engineers supports approximately 900 users and works alongside other staff who provide Scientific Systems Engineering, Infrastructure/ Datacenter Operations and Program Management support.  If you are interested, please contact Amanda McIlvain at
Job Responsibilities and Functions:
  • Provide on-site technical support for desktop computers and peripherals in a cross platform environment
  • Support will include troubleshooting, repair, and installation of hardware, software, and operating systems for Mac and Windows 
  • Provide support of client computing hardware; including, but not limited to hard drive, memory, and peripheral connections
  • Provide support for mobile devices, including Blackberry, iPhone and iPad
  • Setup and configure workstations to be used in diverse environments, while adhering to security requirements and institute directives
  • Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices
  • Provide assistance to clients for general operation of standard supported COTS software
  • Consult with clients and team members to provide hardware and software recommendations
  • Work within help desk ticketing system to document all work performed and communication with clients
  • Prepare equipment for surplus, including secure removal of data
  • Deliver monthly reports to supervisor; project based communications as required

Required Qualifications and Experience:
  • BS in a related field or a combination of four years experience and education.
  • Three years experience with Windows 7/10 and Mac OS X 10.6/7/8/9/10/11 in an Active Directory enterprise environment
  • One year experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms
  • Experience with mobile devices, including Blackberry, iPhone and iPad
  • A+ certification

Desired Qualifications and Experience:

  • Prior Help Desk experience

  • Prior ticketing experience, such ServiceNow or Remedy

  • Ability to write clear, concise documentation

  • Ability to provide excellent customer service in person, over phone, through email, and using remote tools

  • Ability to script using batch, PowerShell, VBS, Bash, and/or Perl

  • Endpoint management experience

  • Absolute Manage, Casper, SCCM and Altiris

  • MDM experience (Blackberry, iOS, Android, Microsoft)

  • Certifications: ACSP, Network+, Security+, MCSA, MCP/MTA

  • Experience working at NIH

Attributes for Success:
  • Strong written and verbal communication skills
  • Focus on customer service
  • Desire to work in a team environment
  • Strong work ethic
  • Ability to balance a heavy workload while maintaining high standards

  • Work schedule is Monday - Friday
  • Flex schedule will be between core hours of 7:00 am – 6:00 pm to ensure customer support
  • Good work life balance

EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178.