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Sr. Desktop Technician

Job Type: CTH

Job ID: 10961

Sr. Desktop Technician, Bethesda, MD

Our client is seeking a Sr. Desktop Technician for contract to hire opportunity in Bethesda, MD.  

Job Description

Serve as the initial point of contact for troubleshooting hardware/software, PC, and printer problems.  Stay current with and adheres to all published policies and procedures. Responsible for completing daily troubleshooting and deployment tasks related to Windows and MacOS computer systems for the ORS/ORF divisions at NIH.

Daily tasks include: Receiving tickets via ServiceNow ticketing system, prioritizing tasks and assignments, documenting all troubleshooting and resolution steps within the ticket system, providing advanced level troubleshooting for Windows computer systems, escalating incidents and problems as necessary to the appropriate teams, working with vendor support to troubleshoot hardware defects, working with internal technology teams to provide a complete solution to the customers’ needs, and any other duties as assigned by the leadership team.


  • Analyze and develop computer software possessing a wide range of capabilities, including numerous engineering, business, and records management functions.
  • Develop plans for automated information systems from project inception to conclusion.
  • Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze down times, and analyze proposed system modifications, upgrades and new COTS.
  • Analyze the problem and the information to be processed.
  • Define the problem, and develops system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests.
  • Coordinate closely with programmers to ensure proper implementation of program and system specifications.
  • Develop, in conjunction with functional users, system alternative solutions.


  • 7+ years troubleshooting Windows 7 and Windows 10 Operating Systems.
  • 5+ years working with Microsoft SCCM or IBM BigFix to deploy Windows OS.
  • Bomgar/SCCM Remote Tools/RDP experience for remote troubleshooting.
  • Must have experience working in a large, enterprise environment.  
  • Customer-focused “self-starter” with the ability to work both independently and in a team with minimal supervision.
  • Excellent written, verbal and interpersonal skills.
  • Excellent organization skills.
  • Professional demeanor and strong customer relation skills.
  • Proven analytical troubleshooting and problem-solving abilities.
  • Aptitude for understanding and troubleshooting technical problems.
  • Ability to prioritize and perform a variety of concurrent tasks with minimal direction.
  • Ability to multi-task and effectively manage workload and make wise use of time.
  • Highly self-motivated with a keen attention to details.
  • Punctual, regular, and consistent attitude.
  • Willingness to travel across campus and occasionally off-campus to perform duties.
  • Ability to lift/move/carry computer hardware to the required destination.
  • Skilled with creating documentation and work instructions based on completed work.

Preferred Qualifications

  • At least one of the following COMPTIA Certs: A+, Network+, Security+
  • ITIL Certification\ServiceNow experience
  • BA or BS degree in an IT related major


Applicant selected will be subject to a security background investigation and will need to meet eligibility requirements for a Federal Government Public Trust clearance.

Please Note

  • Only those individuals selected for an interview will be contacted.
  • No calls, inquiries, or Third Party Vendors please.
  • We are an equal opportunity employer (Unable to sponsor H1B Visas).


Since 1988, The ACI Group, a Baltimore-based IT staffing firm, has been committed to hiring the industry’s leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.

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