IT Support Technician 1

Updated: January 10, 2020
Job ID: 215494
Location: Silver Spring, MD, United States

Join the HJF Team!

HJF is seeking an IT Support Administrator I to support Information Technology (IT) activities for the HJF components of the U.S. Military HIV Research Program (MHRP) as well as the Emerging Infectious Disease Branch (EIDB) at the Walter Reed Army Institute of Research (WRAIR). This position is based in Silver Spring, MD and reports to the Director of Information Technology. HJF provides scientific, technical and programmatic support services to MHRP/EIDB.

The IT Support Administrator II operates under the Director of Information Technology who establishes and provides general guidelines and overall priorities. The IT Support Administrator II is responsible for the day-to-day operation of requests and incidents that are raised directly by users or facilitated via the Service Desk to support HJF employees. This includes support of Mac/PCs, Printers, Network connectivity, and Telephony and Audio/Video collaboration systems. The individual works independently; establishes internal priorities, work schedules and goals and uses initiative and sound judgment. The candidate will also participate in team and individual projects as assigned by the Director of Information Technology. Work is evaluated based on results achieved towards established goals and requirements, timeliness, application of sound business practice and efficient use of resources.


  1. Provide Tier 2 IT support to HJF employees globally.
  2. Administer user accounts on IT systems such as Active Directory, G-Suite, etc.
  3. Manage desktop support tickets ensuring support SLAs are met.
  4. Administer core Microsoft Active Directory, DHCP, DNS, Print and File shares.
  5. Support Macs and Windows PCs in an enterprise environment.
  6. Produce documentation on all processes practiced or developed.
  7. Work with technology vendors to facilitate equipment repair or troubleshooting.
  8. Monitor equipment and supplies inventory, replenishing as needed.
  9. May perform other duties and responsibilities as assigned or directed by the supervisor. This may include attendance of and participation in required training for role.

Required Knowledge, Skills and Abilities:

  • Experience supporting MacOS and Windows 7, 8.x, 10 in an enterprise environment.
  • Experience using Google Apps (Google Mail, Google Drive, Google Calendar, etc.).
  • Experience with RDP, WebEx, Zoom.
  • Imaging Apple Macs and Windows PC.
  • Strong customer service skills are a plus.

Minimum Education: High school diploma or GED required. Vocational, technical training or bachelor’s degree preferred. Education can be substituted for 2 - 4 years of computer support experience.

Minimum Experience/ Training Requirements: 0-2 years of relevant experience. 1 - 3 years of Helpdesk support experience.

Work Environment: Office.

Background: US Citizenship required. Must have lived in the US 3 out of the past 5 years; eligible to pass a NACI background.

Employment with HJF is contingent upon successful completion of a background check, which may include, but is not limited to, contacting your professional references, verification of previous employment, addresses, education, and credentials, a criminal background check, drug screening, and a department of motor vehicle (DMV) check.  

HJF is an equal opportunity and affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer.