Scientific Support Technician

Location: Bethesda MD

Company Description:

ASG is a Minority- and Woman-Owned Physician-Owned small business with over 15 years of experience in federal government contracting. We deliver a wide range of technology services including software development mobile apps AI/ML analytics data science big data DevSecOps digital transformation cloud and cybersecurity. ASG is CMMI Level 3 certified and holds ISO 9001:-1:2018 and 27001:2022 certifications.

Job Description:

The National Institute of Mental Health (NIMH) leads the nations efforts to advance mental health through research training and public education focused on the prevention diagnosis and treatment of mental illness. NIMH conducts and supports scientific research across biological behavioral clinical and social domains and disseminates findings to improve mental health outcomes and services.

Overall the environment is nearly half macOS and nearly half Windows OS with some Linux OS. Approximately 1200 customers are supported by the Desktop Support team across three main locations. Support hours are 6AM 6:30PM. There is a weekly rotating schedule for limited after-hours on-call support for executive VIPs.

The Scientific Support Engineer provides specialized IT support for scientific research environments addressing the unique needs of lab and clinical staff. This role serves as a subject matter expert in Mac Windows and Linux enterprise systems supports virtualization and networking infrastructure and maintains expertise in AV systems and IT peripherals ensuring reliable and efficient end-user computing.

Tier Structure Overview:

Tier 1 The majority of Tier 1 is handled by a separate Help Desk however we offer limited walk-in support: login/access issues update badge certifications routine how-to questions and initial troubleshooting and ticket categorization.

Tier 2 Image and configure computers software installs patch updates mobile device enrollments into MDM peripheral set-ups malware remediation troubleshooting (hardware software and network) AV support and draft and review knowledge articles.

Tier 3 - Complex escalations and team coordination specialized configurations deep investigation problem management SME on technical projects and documentation and provide customers with technical consultations on recommended technologies.

Tier 4 Engineering Networking Cybersecurity and Software Development

The Scientific Support Technician primarily operates in Tiers 2 3 with opportunities for growth and advancement into leadership roles and/or Tier 4. This position is on-site full time.

What You Will Do:

• Use an IT ticket system to receive and track tickets assign them for action communicate with customers ensure customer satisfaction and close tickets in the system.
• Establish solid relationships and maintain effective communication with the scientific user community technical staff and the Scientific Information Office.
• Inventory document and secure all existing scientific equipment connected to computers or the network. Learn and document technical functions of scientific equipment and software.
• Analyze scientific requirements; develop propose and implement solutions that balance scientific functional technical and security needs.
• Assist scientists and vendors in deploying configuring troubleshooting upgrading maintaining and supporting scientific equipment and labs on scientific computing equipment purchases and setups.
• Coordinate infrastructure and configuration requirements for new scientific equipment and software.
• Train Desktop Technicians on support requirements and best practices for maintaining scientific equipment and software.
• Work with the security patching and release management teams to maintain functionality and security of all scientific equipment and customer requirements to project teams. Serve as the technical lead or SME on projects.
• Work with Network Operations to design and configure custom firewalls VLANs to meet lab-specific network access requirements and network backup and storage solutions.
• Configure install and support desktops laptops mobile devices printers monitors and other peripherals.
• Configure IT devices for secure operation including installation of security software software updates and other configurations as required.
• Triage hardware software audio/visual network and security issues escalating to appropriate teams.
• Deep investigation into complex issues technical lead for complex team coordination identify trends provide root-cause analysis and generate reports.
• Create review and flag knowledge base articles.
• Other duties as assigned.

Systems and Tools Knowledge Desired

Working knowledge of the following:

• macOS 26 or newer (Required)
• Windows 11 (Required)
• Linux (Required)
• iOS (Required)
• Active Directory (Required)
• ServiceNow
• MS 360
• JAMF
• Intune
• Absolute
• SCCM / Microsoft Configuration Manager
• Ivanti
• Bomgar
• BigFix

What We Need:

• Bachelors Masters or Doctorate degree from an accredited college or university Engineering or an Applied Science discipline is preferred (OR) Associate degree in an IT related field from an accredited college or university at least 2 current IT certifications from the list below and 2 years of relevant experience at an NIH institute or center.
• 6 years of relevant applicable professional experience.
• Subject Matter Expert in Mac Windows and Linux enterprise computing in an Active Directory domain environment.
• Experience in clinical/scientific computing and end-user environments with hands-on interaction with clinical/scientific devices.
• Professional experience supporting Microsoft 360.
• Strong customer service skills.
• Strong communication skills (written and verbal).
• Experience with VIP support.

Even Better:

• Experience supporting NIH/NIMH programs.
• Programming and shell scripting skills.
• Familiarity with networking hardware and software such as DHCP Subnet DNS VLAN wireless and LAN (local area network).
• Familiarity with VoIP fax Muti-function copiers large format printers and other common IT peripherals.
• Professional experience providing AV support.

Certification Requirement:

It is required that the candidate hold or will be certified within the first 9 months of hire two or more of the following certifications:

• HDI: Desktop Support Technician
• CompTIA A Certified Professional
• CompTIA Network Certified Professional
• CompTIA Linux Certified Professional
• CompTIA Security Certified Professional
• JamfCertified Tech
• Apple Certified Associate - Mac Integration Basics (current or current -1 version)
• Apple Certified Support Professional (current or current -1 version)
• MTA: Microsoft Technology Associate
• MCSA: Microsoft Certified Solutions Associate
• MSCE: Microsoft Certified Solutions Expert
• Foundation Certificate inITService Management (ITIL) v4 or higher

Clearance Requirement:

• Ability to obtain and maintain public trust background investigation/clearance per client requirements.

Additional Information:

At ASG we value diversity and always treat all employees and job applicants based on merit qualifications competence and talent. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin age disability or status as a protected veteran.

Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to We will treat your request as confidentially as your email please include your name and preferred method of contact and we will respond as soon as possible.

Perks:

At ASG we want you to be well and thrive. Our benefits package includes:

• Healthcare Benefits
• Life
• Disability
• Paid Time Off
• 401k Matching
• Employee Referral Bonus
• Education Assistance
• Learning and Development resources
• EOE including Disability/Veterans