Deployment Technician (Job 1428)

About the Role

The Hardware Deployment Team Specialist is responsible for imaging, configuring, delivering, and deploying both Mac and PC computers. Additionally, they provide high-quality technical support and customer service to end users, including VIP and executive-level personnel. This role provides hands-on support for desktop and mobile computing environments, ensuring the secure configuration, deployment, maintenance, and troubleshooting of IT equipment and software. The specialist manages service requests through a ticketing system and supports organizational IT initiatives and special projects.

Responsibilities

• Configure and install Dell laptops and Apple MacBook Pro computers at the NIH campus and Shady Grove offices
• Responsible for the configuration and setup of all standard/third-party applications
• Follow relevant procedures to resolve tasks and fulfill requests within agreed-upon service level agreements (SLAs)
• Provide outstanding customer service both desk-side and using remote tools such as Bomgar, Microsoft Teams, and WebEx
• Ensure equipment is prepared and ready to be deployed to assignees based on the Hardware Deployment Team (TRP) calendar schedule
• Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline
• Run diagnostic tests to isolate system problems and make recommendations for potential solutions for Operating System (OS) issues, MS-Office software, and endpoint imaging solutions
• Respond to telephone calls, emails, and dispatched requests for technical support
• Familiarity with the following operating systems is preferred: macOS 13 and above, Windows 10 and/or 11
• Perform IT deliveries and pickups to designated locations using the provided delivery vehicle
• Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the database and within time constraints
• Follow set policies and procedures to ensure proper handling of requests

Qualifications

• High School diploma with at least one (1) year of experience
• Experience with current desktop and laptop computers
• Experience supporting various operating systems – expertise should include Windows 10 and 11; macOS (ideally 14 or higher)
• Technical support experience in the Microsoft suite
• Experience using a ticketing system (preferably ServiceNow)
• Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs (MUST)
• Strong written and oral communications required
• Must be able to obtain a Public Trust clearance

Desired Qualifications

• Bachelor's and 2 years or Associate's degree and 4+ years of technical support (or equivalent combination of education and experience)
• One or more of the following certifications is desired:
  • Microsoft Certified Professional
  • Apple Certified Support Professional
  • CompTIA Security+
  • CompTIA A+

Pay

$20.00 - $23.00 per hour. The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity. Additional compensation may include performance incentives and program-specific awards.

Benefits

• Personal Time Off (PTO)
• Medical, dental, and vision insurance
• Supplemental life with AD&D
• Short and long-term disability
• Flexible spending accounts
• Parental leave
• Legal services
• 401(k) Retirement Plan with matching component
• Career development training with access to e-learning suite
• Professional and technical certification preparation
• Education assistance at accredited institutions