Scientific Support Engineer Team Lead

Job Description

Job DescriptionBenefits:

• 401(k) matching
• Competitive salary
• Dental insurance
• Training & development
• Tuition assistance
• Vision insurance

Role: Scientific Support Engineer Team Lead

About Rigil
Rigil is an award-winning strategy, technology, and products company committed to making life better for every individual and community we support. Founded in 2005 as a woman-owned business, on the premise: There is always a better way. A better way to serve customers, develop solutions, and foster a balanced working community. We value teamwork and strive to build strong leaders.

Location: Washington DC Metro Area
Duration: Fulltime

Job Description:
The Contractor is expected to provide End User IT Support Services including, but not limited to:

• Deskside Support Services via on-site (in person), remote, telephone, and email, including support for scientific software and peripherals.
• End user training for supported hardware and software.
• Familiarity with virtualization platform
• Provide and support the NIMH ITB Chief of ITOTS with strategic plans and initiative to meet highly evolving demands from customers and stakeholders. Maintain the Technical Services portion of ITOTS IT support roadmap supporting the NIMH ITB Chief of ITOTS.
• Meet with customers, principal investigators, senior investigators and team members on a regular basis.
• Provides IT training/overview for supported hardware and software as needed to customers.
• Maintaining of all IT and AV equipment on all NIMH conference rooms and team room. Imaging and configuring of new and/or existing workstation or laptop. Configuring and deployment of mobile devices and tablets.
• Configuring and troubleshooting of computer peripherals.
• Software installation and configuration as needed. Perform cyber security related tasks for remediation and patching.
• Work together with IT Engineering and ISSO team for manual remediation of tasks and deployments.
• Perform analysis and provide forecast of IT inventory estimate 6 months in advance prior to next fiscal year.
• Performs and support for technology hardware refreshes of end user devices.
• Provide Tier 2 Desktop Support and Tier 3 Scientific Engineering Support services via on-site (in person), remote, telephone, unified communication software such as MS Teams and via email, including support for scientific and non-scientific hardware and software, as well as scientific/research and non-scientific computer peripherals.
• Perform technical troubleshooting and exceptional customer service for Mac, Linux, Windows, and desktop, laptop, iOS phone and tablet platforms, printers, multi-function copiers, fax, VoIP desk and soft phones.
• Support for hardware refreshes of end user devices.
• Support of desktop and laptop research/scientific and non-scientific hardware and software.
• Support of fax, desk and soft VoIP phones, fax, network printers and multi-function devices (MFD).
• Support of research/scientific and non-scientific computer peripherals and devices. Inventory report of tracking and management of all hardware, software, peripherals, and accessories used by NIMH staff.

Minimum Qualifications:

• Experience with small team leadership
• Experience with managing customer expectations and delivering the highest quality customer service
• Subject Matter Expert in Mac, Windows and Linux operating systems ServiceNow expertise for queue management and ticket fulfillment.
• Experience in scientific computing end-user environment
• Advanced knowledge and expertise in supporting scientific researchers and their specialized systems and equipment
• Senior technician to provide leadership at Building 35 on the main NIH campus
• Specialized technician familiar with scientific research methods and tools, capable of supporting the specialized needs of NIMH lab research staff.
• Provide leadership and guidance to a team of IT scientific support engineers, including assigning tasks, monitoring performance, and providing coaching and mentorship.
• Serve as a subject matter expert and provide advanced technical support and troubleshooting for complex desktop and end-user computing issues.
• Analyze recurring desktop support issues to identify root causes and implement solutions to prevent future incidents.
• Maintain accurate and up-to-date documentation of scientific support processes, procedures, and troubleshooting steps to facilitate knowledge sharing and improve efficiency.
• Subject Matter Expert in Windows, Mac, and Linux enterprise computing in an Active Directory domain environment as well as ITBs Windows, Linux, and Mac system management tools.
• Familiarity with conference room AV equipment and infrastructure.
• Familiarity with virtualization platform
• 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.