A-TEK operates at the intersection of mission and innovation by applying our deep domain expertise across the federal markets. Embracing our digital-first strategy, A-TEK provides enhanced capabilities in application development, digital transformation, enterprise IT, and scientific services. Our solutions are designed to modernize, automate, secure, protect, and enhance the operations of our federal clients, ensuring they stay ahead in a rapidly evolving digital landscape.
Our work is fueled by a passion to serve our clients’ needs and to protect the safety and welfare of Americans. That passion shapes how we nurture our most valuable asset – Our Employees. A-TEK actively cultivates the talent that drives our success and fosters a creative, challenging, and mission-driven work environment for current and future employees.
Desktop Support Technician
We are seeking an A+ certified Desktop Support Technician with Mac and Windows expertise to provide a variety of hands-on technical support and exceptional customer service for our federal customer located on-site in Bethesda, MD. Our team of about 12 Desktop Technicians/Engineers supports approximately 900 end users and collaborates with other staff who provide Scientific Systems Engineering, Infrastructure/ Data Center Operations and Program Management support.
You will support several buildings in a campus environment that includes scientific labs and hospitals and must be able to provide support throughout the facility. will be interfacing with scientists, doctors and senior government staff and the ability to communicate professionally and with clarity are essential requirements for the role. You may need to be able to explain technical intricacies to customers in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.
Work Visa sponsorship will not be provided for this role.
Responsibilities:
- Provide on-site and remote 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 iPhones and iPads.
- 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 the help desk ticketing system (ServiceNow) to document all work performed and communication with clients.
- Prepare equipment for surplus, including secure removal of data.
Qualifications:
- Required Education: AA/AS (or equivalent experience)
- Required Experience: Minimum of one year of related experience
- Required Technical Skills: Troubleshooting experience with Windows 10/11 and Mac OS X 12.7/13.6 in an Active Directory enterprise environment.
- Experience with mobile devices, including iPhone and iPad.
- Active A+ certification is required.
- Required Skills and Abilities:
- Ability to work independently
- Good critical thinking skills
- Ability to work independently and as a collaborative team member
- Preferred Skills:
- Prior Help Desk experience
- Prior Helpdesk ticketing software experience
- Ability to write clear, concise documentation.
- Ability to provide excellent customer service in person, over the phone, through email, and using remote tools.
A-TEK, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability, or Vietnam era or other protected Veteran status.
