Desktop Support Technician

Clearance Level
Help Desk
Bethesda, Maryland
Remote, Based in Maryland

REQ#: RQ104688

Travel Required: None
Public Trust: NACI (T1)
Requisition Type: Regular

At General Dynamics Information Technology, we deliver cost-effective, next-generation IT solutions and services to the National Institutes of Health (NIH).

GDIT is currently seeking a Desktop and Customer Service Technician to join our Tier 2 team in Bethesda, MD. In this role you will be a change agent by supporting the National Institutes of Health on behalf of the Center for Information Technology (CIT) to help ensure the success of the NIH’s mission.

Due to Covid-19 restrictions, majority of the work will be performed remotely but on-site presence may be requested including for training.

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

  • Provide excellent customer service while serving as a technical expert and liaison to NIH federal employees and contract staff, researchers and scientists
  • Be able to support our customers individually or as part of a larger team
  • Tier II desk side support performing computer and device imaging, configuration, set-up and installation including device, application, network and account management, media sanitization and device wiping, inventory tracking and surplus, group policy and AD changes, virtual machine (VM) configuration, etc…
  • Understand and be able to walk through 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
  • Be an integral part of an organization with evolving technological needs and be solution driven, thinking outside the box on processes and service delivery
  • Investigate and resolve issues with Microsoft and macOS computers including IOS and Android mobile phones
  • Utilize ServiceNow to track, manage, and document your workload
  • Responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned project schedules are successfully completed in a timely manner.

To qualify, you must meet these basic qualifications: 

  • Bachelor’s Degree and three (3) years experience providing desk top/Tier 2 support or a Master’s Degree and one (1) year experience or a combination of experience and supported education for the role
  • Strong experience with on-site and/or remote installations and 
  • Experience with Office 365 and older Office installation, Active Directory/Azure, network support including foundational knowledge and troubleshooting experience of LAN, wireless, VPN, etc…
  • Experience with Android and IOS mobile device set up and configuration
  • Strong documentation and typing skills
  • Strong verbal and written communication skills
  • Strong problem analysis and resolution skills
  • Exceptional interpersonal, customer service, and presentation skills required to interact effectively with all levels of the organization, including customers and IT Pros
  • Ability to work flexible schedules to meet job requirements and manage time effectively
  • Ability to regularly stand and walk between buildings on a large campus
  • Ability to move and lift computers, printers, monitors, and other hardware
  • Ability to drive to various local locations

It would be great if you also had:

  • Extensive macOS and IOS experience including troubleshooting and configuration of major OS versions up to Catalina
  • Experience set up and troubleshooting of Microsoft products on Macs and or VMs on Macs
  • ServiceNow experience
  • WebEx and Cisco telepresence system experience
  • Experience creating IT documentation and knowledge base (KB) articles
  • ITIL v3/v4 certification
  • HDI certifications and or other technical Certifications, such as ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+, etc…

This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.

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.