Desktop Support Specialist (I)

BRMi is seeking a Desktop Support Specialist (I) to provide full-time, on-site IT support at a federal scientific research facility in Frederick, Maryland. In this role, you will support end users by installing, configuring, maintaining, and troubleshooting workstation hardware, software, and connected peripherals while keeping records in an electronic ticketing system.

What you will do

• Install, configure, and maintain desktop computers, laptops, monitors, printers, and other peripheral devices.
• Set up and connect computing equipment based on established procedures and end-user requirements.
• Troubleshoot routine hardware, software, Windows, and macOS issues using a systematic approach.
• Diagnose and resolve common technical problems and escalate more complex issues to appropriate IT support personnel.
• Install, configure, and troubleshoot software applications and operating system components.
• Configure network drive mappings, printer connections, and standard workstation settings.
• Install, remove, and replace internal hardware components using approved procedures.
• Deliver, install, and configure computing equipment across offices and work areas throughout the campus.
• Respond to technical support requests and provide timely assistance to end users.
• Document service requests, troubleshooting steps, work performed, and resolutions accurately in an electronic ticketing system.
• Communicate professionally with end users via email, chat, telephone, and in-person support.
• Coordinate with other IT technicians to resolve issues and complete assigned support activities.
• Follow established technical procedures, service standards, and organizational IT policies.
• Maintain dependable attendance and arrive on time for scheduled appointments and assigned work.
• Provide courteous, professional customer service while supporting technical needs across the organization.
• Perform other duties as assigned.

Required qualifications

• High school diploma or equivalent.
• Basic knowledge of Windows and macOS operating systems.
• Familiarity with desktop and laptop hardware, printers, monitors, and peripheral devices.
• Understanding of common software installation, configuration, and troubleshooting procedures.
• Ability to diagnose and resolve routine technical issues using logical troubleshooting methods.
• Ability to follow written technical procedures and maintain accurate service documentation.
• Strong customer service skills, with the ability to assist end users professionally and effectively.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively within an IT support team.
• Dependable attendance and ability to meet scheduled service appointments.
• Valid driver’s license.
• Ability to obtain and maintain a Public Trust security clearance.
• Ability to work full-time on-site in Frederick, Maryland.
• Ability to routinely walk between campus buildings and deliver and install computing equipment.
• Ability to routinely lift and carry equipment weighing 40–50 pounds and work around or beneath desks and equipment, with or without reasonable accommodation.

Technologies

• Windows
• macOS

Preferred qualifications

• CompTIA A+ certification.
• At least one year of related desktop or technical support experience.

Schedule

• 8 hours on-site
• Monday to Friday
• 8:00am to 4:30pm

Compensation

• $35.18 per hour

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) including Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

Additional details

• An in-person interview is required for this role.
• W2 opportunity only.
• BRMi will not sponsor applicants for work visas for this position.
• EOE/Minorities/Females/Vet/Disabled.