NIH IT Service Desk Agent

Clearance Level
Help Desk
Bethesda, Maryland

REQ#: RQ68038

Travel Required: None
Public Trust: SAC/Temp 5C
Requisition Type: Regular

GDIT has an opportunity for a Help Desk / Service Desk Specialist to provide in-depth troubleshooting across a wide range of technologies as part of our Service Desk program at the National Institutes of Health (NIH) Center for Information Technology (CIT).  This position will support the NIH community 100% via phone and remote access tools like Bomgar.

We are seeking technically-minded individuals with strong communication skills to provide technical and customer service support to our client.  To be successful in this role, you should have a wide range of skills in computer hardware (laptops, desktops, mobile devices, telecom), software (email, MS Office, O365, databases, Active Directory, collaboration tools, etc) and network connectivity.  The users you will support in this role are NIH employees and scientists. Customer incidents are recorded in the ServiceNow ticketing system.  The chosen candidate will have demonstrated experience documenting solutions in a clear and accurate manner

Position is for full time employment with General Dynamics IT.  You will be based at the customer site in Bethesda, MD with opportunity to work from home as needed with manager approval and once established with the program.  The work schedule will be Monday - Friday during core business hours (6:00 am - 6:00 pm; Monday-Friday.)

Duties and Responsibilities

  • Be on time and ready to work at your assigned start time, manage your breaks and lunch according to your schedule, work until the end of your shift  
  • Respond to requests for help, via the phone and web
  • Diagnose and resolve technical hardware and software issues
  • Opens, tracks, and closes trouble tickets; ensuring excellent documentation (in tickets and in the Knowledge Base articles)
  • Tracks activities of technical support specialists to whom tickets were assigned.
  • Research questions using available resources
  • Advise user on appropriate action
  • Follow the NIH IT Service Desk Standard Operating Procedure (SOP)
  • Log ALL phone and web contacts
  • Completely document the contact and resolution
  • Identify and escalate incidents and problems requiring urgent attention
  • Escalate incidents and problems to the appropriate group
  • Stay current with Bulletin Boards, Hot News, and system changes
  • Suggest training needs and opportunities
  • Suggest knowledge needs and opportunities for the IT Solutions Center (ITSC)
  • Promote teamwork and skill sharing
  • Record your time daily

Required Qualifications and Skills

  • AS degree and 1+ year relevant experience (or equivalent combination of education and experience, such as no degree and 3+ years experience)
  • Experience troubleshooting and supporting the following technologies in a professional environment - Email, Microsoft O365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)
  • Knowledge of Windows and Mac Operating Systems
  • Knowledge of troubleshooting Mobile Devices (iOS and/or Andriod)
  • HDI Support Center Analyst Certification, or ability to obtain within 1 year

Attributes for Success:

  • Excellent oral and written communication skills
  • Excellent learning skills Excellent customer service skills
  • Excellent problem-solving skills
  • Attention to detail
  • Stress tolerant
  • Ability to generate, embrace, and endorse positive change

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/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 veteran status, or any other protected class.