Senior IT Support Technician

Join the HJF Team!

HJF is seeking a Sr. IT Support Technician is responsible for the day-to-day operation of technical requests and incidents that are facilitated via the IT Service Desk to support USU employees. This position will be in support of CIO- CSD (Customer Service Division) Department at USUHS in Bethesda, MD.

This support includes deployment, installation, troubleshooting, and technical support of enterprise managed Windows and Mac computers, printers, mobile devices and network connectivity issues. Technical support for USU main campus and remote sites is performed onsite and remotely phone, email, chat, etc. Ensures the proper day-to-day operation of internal technology applications and equipment including Google Suite enterprise email and business applications, encryption software tools, enterprise web conferencing tools i.e. Meet, MS Teams, etc.; tracking and updating ServiceNow Requests, Incident, Problem and Change tickets; providing technical support and training, creating, maintaining accounts in Active Directory, installation, and configuration, networking, and maintenance.

The incumbent may serve as a team leader within the department, which involves directing and training junior personnel in computer installation and configuration requirements and developing appropriate procedures and protocols. The incumbent will work as a member of the team; follows internal priorities, work schedules and goals and uses his/her own initiative and sound judgment. Work is evaluated based on results achieved towards established goals and requirements, timeliness, application of sound business practice and efficient use of resources.

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.

Responsibilities

• 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; Vocational or technical training/degree 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
• Well versed in Software installation and Imaging Apple Macs and Windows PC.
• Ability to obtain and maintain a T3/Secret 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.
• Operating motor vehicles and/or power tools.

Work Environment

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

Compensation

• The hourly pay range for this position is $30.24-$43.27. Actual hourly rate will be determined based on market analysis, experience, and education.

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 some unique wellness perks and more.

Some employees are required to be fully vaccinated against COVID-19. Proof of vaccination or an approved religious or medical accommodation will be required.

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.