Sr. Desktop Support

Job Title: System Administrator

Location: Rockville, MD

CyberData Technologies is seeking a System Administrator to deliver timely and effective IT Desktop Support for diverse user base. This role involves enhancing user satisfaction, resolving IT incidents, and ensuring compliance with NIH and HHS security and operational guidelines.

Responsibilities:

• Respond to, document, and resolve user-reported IT hardware and software incidents.

• Provide technical assistance for operating systems, applications, and peripherals.

• Ensure adherence to Service Desk SLAs for response and resolution times.

• Install and configure new workstations (Windows, Mac, Linux), mobile devices, and printers following established SOPs.

• Test new hardware and software prior to deployment.

• Deploy compliant and updated baseline images for systems in alignment with NIH and HHS guidance.

• Maintain, deploy, image, and wipe IT loaner equipment for temporary use, ensuring proper documentation and workflows.

• Perform routine maintenance, system updates, and patches on workstations and printers, adhering to NIH security guidelines and vendor recommendations.

• Manage and update baseline images for systems in accordance with ITMB SOPs.

• Assess and recommend improvements for system performance and resource utilization.

• Maintain accurate records of workstations, printers, procedures, and support tickets in the Configuration Management System (CMS).

• Provide Configuration and Asset Management, maintaining a configuration management database in alignment with the ITIL Framework.

• Offer training sessions for users on software and system usage.

• Ensure compliance with NIH Center for Internet Security (CIS) Baseline for all deployed operating systems. 

• Maintain inventory levels and equipment requests for loaner devices such as laptops, USB drives, hard drives, and mobile phones.

Qualifications:

Experience:

• Minimum of three (3) years of desktop support experience in a Windows-Mac mixed environment.

• Familiarity with Linux (e.g., Ubuntu, CentOS) and Unix operating systems is a plus.

• Experience working in an ITIL-based service environment.

Technical Expertise:

• Proficiency in Windows 10/11 Enterprise and Mac OS (current standard: Sonoma 14).

• Knowledge of system imaging, baseline management, and configuration management.

• Familiarity with NIH and HHS security guidelines is preferred.

Certifications (Preferred):

• Windows: Microsoft Certified Solutions Associate (MCSA): Windows 10/11, Microsoft Certified Solutions Engineer Desktop Infrastructure.

• Mac: Apple Certified Support Professional, Apple Certified IT Specialist.

• General IT: ITIL Foundation, ITIL Practice Manager, CompTIA A , CompTIA Network , CompTIA Linux , HDI Desktop Support Manager.

Skills:

• Excellent troubleshooting and problem-solving skills.

• Strong verbal and written communication skills.

• Ability to document technical workflows and maintain accurate records.