Openings

JOB SUMMARY: We are currently looking for a Helpdesk Support Analyst to support the National Gallery of Art staff with responsive Tier 1 and Tier 2 desktop assistance across Windows and macOS. This role combines strong hands-on ServiceNow ticket management, customer service, and workstation troubleshooting with basic-to-intermediate Apple device management support. The analyst is expected to resolve routine support issues independently, follow approved procedures, and assist senior Mac administrators. 

Work is performed 100% on-site at NGA facilities in Washington, DC; there is no remote or hybrid option. Support coverage is Monday through Friday, 7:30 a.m. to 5:30 p.m., excluding federal holidays. Occasional emergency or after-hours support may be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as a first point of contact for IT incidents, service requests, and walk-up support; provide Tier 1/2 assistance for desktops, laptops, mobile devices, printers, and peripherals.
• Use ServiceNow daily to create, categorize, prioritize, assign, update, and resolve tickets. Document troubleshooting steps and resolutions, monitor assigned work and service targets, and communicate status clearly to users.
• Troubleshoot Windows 10/11 and macOS hardware, operating systems, applications, connectivity, email, VPN, multifactor authentication, and end-user account issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Power BI; Adobe Creative Cloud; and other NGA-approved software.
• Image and reimage workstations; assist with patching, software deployment, device provisioning, migrations, and hardware refreshes using approved tools such as SmartDeploy, Ivanti, Jamf Pro, and PCMover.
• Perform routine Mac support through Jamf Pro, including device inventory checks, Self Service troubleshooting, and approved software or patch deployment. Assist with Apple Business Manager enrollment, PreStage workflows, and MDM configuration checks under established procedures and administrator guidance.
• Assist with Active Directory account management and reporting through ManageEngine ADManager Plus, as authorized; troubleshoot Mac access to enterprise accounts, network drives, and shared resources.
• Perform basic network troubleshooting involving TCP/IP, DNS, DHCP, and IP addressing; route unresolved issues to the appropriate support team.
• Gather device details, logs, error messages, and troubleshooting results for escalated Mac issues. Assist senior administrators with approved tasks and escalate complex policy, scripting, security, enrollment, or platform-wide problems.
• Coordinate escalations with NGA Enterprise Operations, Security, and Infrastructure teams; contribute clear knowledge base articles and user guidance and assist with kiosk support using Kioware.

REQUIRED QUALIFICATIONS

• At least 2 years of IT support experience, with demonstrated ability to provide help desk or Tier 1/2 desktop support.
• Practical, hands-on ServiceNow experience is required, including incident and service request handling, queue management, work notes, assignment and escalation, and resolution documentation.
• Hands-on Windows troubleshooting skills and working familiarity with macOS, Mac hardware, common applications, and routine end-user issues.
• Basic Jamf Pro knowledge or practical exposure, including navigating device records and understanding Self Service, policies, configuration profiles, and deployment workflows. Ability to follow documented procedures and recognize when administrator assistance is needed.
• Experience with workstation imaging or reimaging, patching, software installation, deployment, and device setup.
• Ability to troubleshoot Microsoft 365, Adobe applications, email, VPN, multifactor authentication, and account access issues; working knowledge of Active Directory and basic networking concepts.
• Strong problem-solving, organizational, and customer service skills; clear verbal and written communication with technical and nontechnical staff, including professional handling of urgent or VIP support needs.
• Ability to manage assigned work independently, document accurately, collaborate across teams, and adapt to NGA procedures and operational needs.
• Ability to obtain and maintain the required Public Trust eligibility and meet the on-site schedule and occasional emergency or after-hours support requirements.

PREFERRED QUALIFICATIONS

• Basic-to-intermediate experience assisting with Jamf Pro, Apple Business Manager, PreStage enrollment, Apple mobile devices, or MDM platforms such as Intune or Kandji.
• Familiarity with macOS Terminal, basic Bash scripting, device logs, FileVault, configuration profiles, and Mac integration with Active Directory.
• Experience with SmartDeploy, Ivanti, PCMover, ManageEngine ADManager Plus, Kioware, or Apple app licensing and deployment workflows.
• Experience in a federal or compliance-focused environment and familiarity with security requirements such as FISMA or NIST.
• Relevant support or Apple training and certifications, including Jamf 100 or other applicable credentials. Jamf 200 certification and four years of senior Mac administration experience are not required.

• Certifications in the core technologies preferred.

Level of Security Clearance: Public Trust Secret [minimum]