Cyberdata Technologies, Inc. · 1 week ago
Clinic PC / MAC Desktop Support Technician (NEI-7)
Bethesda, MD
Full-time
Onsite
Senior Level
5+ years expCyberData 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 and excellent customer service skills to address a wide range of hardware and software issues efficiently, maintaining operational excellence and ensuring a seamless user experience for end-users.
SoftwareAppsInformation TechnologyiOS
No H1B
Security Clearance Required
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
Qualification
Required
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
Preferred
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)
Company
Cyberdata Technologies, Inc.
CyberData Technologies delivers mission-critical IT services to federal agencies across Health, Defense, Intelligence, and Civilian sectors.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase