Deskside Technician - Executive Support

GDIT is currently seeking an Executive Support Deskside Technician to join our team in Bethesda, MD. In this role, you will be providing personalized IT service management services to a select group of VIP, VVIP and top-priority research programs at the NIH following a 24x7x365 support model.

This position requires a regular on-site presence as well as after-hours on-call availability remotely to include holidays and weekends on rotation as needed. Off-site support may be requested as authorized.

Task and responsibilities in this role include, but are not limited to the following:

• Develop and maintain a deep understanding of the IT needs and work habits of your customer group to deliver personalized services that integrate into a dynamic and fast-paced growth environment
• Provide rapid response and resolution for incident and request management activities against SLAs, commensurate to Tier II deskside support, to the executive customer group to minimize or mitigate work down-time while exemplifying above excellent customer support
• Be able to effectively communicate to customers of both technical and non-technical nature and provide written notes or summary of the issue to ensure resolution is mutually understood
• Be an independent point of customer intake, effectively gathering requirements and understanding the nature of the incident and or request and submit and escalate tickets on behalf of the customer while monitoring progress and seeing it through to resolution
• Collaborate with your team, technical leads, functional teams and management to clear impediments and roadblocks for faster resolution
• Prepare and submit reports to internal management on important IT activities or events pertaining to top NIH executive leadership, and be prepared to present the information to upper management and or functional groups
• Track and coordinate or be involved with IT and or facility projects initiated by NIH executive leadership or in response to an urgent need or addressing a potential risk
• Research new technologies to enable the modernization of the executive customer support group
• Ensure NIH executive leadership and support staff devices are maintained and adhere to NIH security policy while also identifying and mitigating potential risks to their security
• Perform computer imaging and retirement of devices; account management; software installation and troubleshooting; network troubleshooting; inventory tracking; virtual and in-person meeting support; lifecycle device management; loaner pool management, etc…
• Understand and be able to walk through with customers features and troubleshooting of cloud applications such as Office 365 and Azure, MDM software such as MobileIron, conferencing applications such as Zoom, Teams, Cisco WebEx, and other third-party software and technologies used by federal research teams and business organizations across NIH
• Create personalized documentation, tracking sheets, etc… as needed
• Be able to support our customers individually or as part of a larger team and act an integral part of an organization with evolving technological needs and be solution driven
• Utilize ServiceNow to track, manage, and document your workload
• Responsible for individual assigned tasks ensuring that the technical solutions and or deliverables meet deadlines

Required Skills:

• Must be able to obtain ITILv4 and HDI-DAST certification within 3 months of hire
• Must be able to obtain Public Trust
• Previous experience with Executive level support
• AA Degree and at least three plus years of experience providing Tier 2 support to executive level employees.
• Must be able to work flexible schedules and manage time effectively to meet job demands including after-hours, weekends and holidays on-call support
• Must be able to work in-person at the NIH Bethesda Campus location and various buildings and able and travel to various other NIH satellite or off-site locations in the DC Metro Area
• Knowledge  and experience with network protocols, IT infrastructure and services such as TCP/IP, static IP and DHCP, DNS, NAC, LAN, WiFi, Group Policy, Microsoft Registry, Active Directory, PowerShell, etc.
• Experience troubleshooting  MacOS and Apple systems, foundational understanding of Windows OS systems and Office 365, experience with Android and IOS mobile device set up and configuration
• Experience with multi-tasking, balancing workloads, and responding promptly to customers expecting high-availability and rapid response and resolution
• Experience providing in-person, on the phone, and or virtual support to customers as well as setting up IT desk hardware neatly
• Experience moving and setting up IT equipment
   

Desired Skills:

• Prior and or current experience providing VIP/Executive/Platinum or “white-glove” IT support services
• Prior and or current NIH experience or supporting an HHS or federal customer
• Prior experience working within an enterprise IT environment
• Experience using ServiceNow
• Experience drafting standard operating procedures and or work instructions
• ITIL v4 certification
• HDI-DAST and or other technical Certifications, such as ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+, etc.
• Strong excellent customer service skills and able to de-escalate tense situations verbally and in written communication
• Strong documentation skills
• Strong problem analysis and resolution skills
• Strong ability to listen and respond effectively in written and or verbal communication to technical and non-technical audiences as well as presenting to management and on calls with functional teams.