SRA International, Inc., A CSRA Company Desktop Support Specialist (both Mac and Windows environment) in Rockville, Maryland

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Agency Specific

Job Family:

Customer Support

Job Description:

CSRA is currently seeking a Desktop Support Specialist with skills in both Mac and Windows to provide a variety of hands on technical support and exceptional customer service for the National Human Genome Research Institute (NHGRI), within the National Institutes of Health (NIH) in Rockville, MD. On this program, our team of about 12 Desktop Engineers support approximately 900 users at NHGRI; and work alongside our other CSRA staff who provide Scientific Systems Engineering, Infrastructure/ Datacenter Operations and Program Management support. You will be a part of a highly collaborative, successful and dynamic team working alongside the NHGRI community; that is respectful and caring about each other while balancing/ progressing a heavy workload, maintaining high standards.

Position is for full time employment with CSRA working a typical Monday - Friday day shift schedule; and may be based at either Fisher's Lane in Rockville, MD (metro accessible via Twin Brook stop) or the NIH Campus (metro accessible via Medical Center stop). Customer satisfaction as well as work life balance are key attributes of the program; accordingly, the team will flex hours/ schedules amongst staff to assure proper support to our customer.

  • Provides on-site technical support for desktop computers and peripherals in a cross platform environment

  • Support will include troubleshooting, repair, and installation of hardware, software, and operating systems for Mac and Windows

  • Preferred candidate should have a laser focus on customer service, exhibit strong written and verbal communication skills, demonstrated emotional intelligence and a proven work ethic…within a team dynamic and individually

  • Provide support of client computing hardware; including, but not limited to hard drive, memory, and peripheral connections

  • Provide support for mobile devices, including Blackberry, iPhone and iPad

  • Setup and configure workstations to be used in diverse environments, adhering to security requirements and institute directives

  • Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices

  • Provide assistance to clients for general operation of standard supported COTS software

  • Consult with clients and team members to provide hardware and software recommendations

  • Work within help desk ticketing system, documenting all work performed and communication with clients

  • Prepare equipment for surplus including secure removal of data

  • Deliver monthly reports to supervisor; project based communications as required


  • 3+ years technical support total experience (or equivalent combination of education and experience)

  • Full working knowledge of Windows 7/10 and Mac OS X 10.6/7/8/9/10/11 in an Active Directory enterprise environment

  • Working knowledge of hardware troubleshooting, installation, and configuration on Mac/PC platforms

  • At minimum a certification such as A+ or MCP/MTA; higher level certifications accepted (for candidates with strong experience, we will consider those without an active certification but who have the ability to obtain both within 6 months) - Ability to lift and move equipment up to 50 lbs


  • Strong written and verbal communication skills; clear, comprehensive written documentation is mandated

  • Must be oriented toward customer service with the ability to support clients in person, over the phone, through email and utilizing remote tools

  • Desire to work in a team environment


  • Ability to script using batch, PowerShell, VBS, Bash, and/or Perl

  • Endpoint management experience Absolute Manage, Casper, SCCM, and Altiris - MDM experience (Blackberry, iOS, Android, Microsoft)

  • ACSP, Network+, Security+, MCSA

  • Experience at NIH

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA MD Rockville - 5635 Fishers Ln, Ste 1400 (MDC145)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.