Senior IT Support Technician

Join the HJF Team!

HJF is seeking a Senior IT Support Technician to provide support to employees or internal customers in resolving complex or escalated technology issues. This role oversees the completion of day-to-day operations with emphasis on team goals in resolution of Information Technology Infrastructure Library (ITIL) based incidents and requests within designated Service Level Agreements (SLAs). Responsible for proper deployment and maintenance of endpoints from procurement to retirement. Troubleshoots software and hardware issues on endpoints, peripherals, and Internet of Things (IoT). Plays a direct role in conference room technology management. Oftentimes, this role is a team lead.

Due to clearance requirements U.S. Citizenship is required for this position.

This position will be in support of the CIO-CSD Department at USUHS in Bethesda, MD.

The Henry M. Jackson Foundation for the Advancement of Military Medicine (HJF) is a nonprofit organization dedicated to advancing military medicine. We serve military, medical, academic and government clients by administering, managing and supporting preeminent scientific programs that benefit members of the armed forces and civilians alike. Since its founding in 1983, HJF has served as a vital link between the military medical community and its federal and private partners. HJF's support and administrative capabilities allow military medical researchers and clinicians to maintain their scientific focus and accomplish their research goals.

• Performs all technical support tasks for enterprise managed Windows and Mac computer hardware, printers, supporting business applications i.e. Google Workspace, ServiceNow Requests / Incidents, software, video conferencing, network connectivity, training and technical support documentation. Administer user accounts on IT systems such as Active Directory, Google Workspace, etc.
• Configure and deploy Windows and Mac computers and printers.
• Administer and utilize the ServiceNow ticketing system to track information technology issues reported by end users, troubleshoot, report/record/track/ resolve trouble calls within SLAs, prioritize and resolve technical issues using standard operating procedures.
• Use interpersonal skills to work with customers and technical staff to identify, troubleshoot and resolve technical issues. Keep abreast of and evaluate industry trends, and emerging microcomputer and related technologies, and make recommendations as to the appropriateness of such new technologies for implementation at USUHS.
• May perform other duties and responsibilities as assigned or directed by the supervisor. This may include attendance of and participation in required training for the role.

Education and Experience

• High School Degree required; an Associates Degree, Bachelor's Degree, Vocational or technical training/degree is preferred.
• Minimum of 6-8 years experience required.

Required Knowledge, Skills and Abilities:

• Minimum of 5 years Desktop / Helpdesk support experience.
• Experience supporting MacOS and Windows in an enterprise environment.
• Experience using Google Workspace Apps, Cisco Finesse / Jabber, MS Teams, ServiceNow, Active Directory, Trellix encryption, etc.).
• Experience with SCCM, remote support, VoIP, audio/visual equipment.
• Software installation and Imaging Apple Macs and Windows PC.
• US Citizenship and the ability to obtain and maintain a T3/Secret Security Clearance.

Physical Capabilities

• Lifting: Requires lifting materials up to 25 lbs.
• Ability to stand or sit at a computer for prolonged periods.
• Ability to climb, pull, and lift heavy objects.

Work Environment

• This position will take place primarily in an office setting.

Compensation

• The hourly pay range for this position is $32.45 - $45.67. Actual hourly pay will be determined based on experience, education, etc.

Benefits

• HJF offers a comprehensive suite of benefits focused on your health and well-being, from medical, dental, and vision coverage to health savings and retirement plans, and more.

Employment with HJF is contingent upon successful completion of a background check, which may include, but is not limited to, contacting your professional references, verification of previous employment, education and credentials, a criminal background check, and a department of motor vehicle (DMV) check if applicable. Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer.