Desktop Support Technician

Clearance Level
None
Category
SCA
Location
Bethesda, Maryland

REQ#: RQ93166

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

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.

We are seeking an A+ certified Desktop Support Specialist with Mac and Windows expertise to provide a variety of hands on technical support and exceptional customer service for the National Human Genome Research Institute (NHGRI) within the National Institutes of Health (NIH). Our team of about 12 Desktop Engineers supports approximately 900 users at NHGRI and works alongside other GDIT staff who provide Scientific Systems Engineering, Infrastructure/ Data Center Operations and Program Management support.

At GDIT people are our differentiator. As a Help Desk Support Specialist, you will be trusted to support several buildings on NIH’s main campus that include scientific labs and hospitals where an abundance of walking may be required if one is unable to resolve the issue remotely.

To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with scientists, doctors and senior government staff. Therefore, you should be articulate in your communications. You may need to be able to explain technical intricacies to customers in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

In return we will provide you with any official training classes needed for you to grow within our organization.

Job Responsibilities and Functions:

  • Provide on-site and remote technical support for desktop computers and peripherals in a cross-platform environment
  • Support will include troubleshooting, repair, and installation of hardware, software, and operating systems for Mac and Windows.
  • Provide support of client computing hardware; including, but not limited to hard drive, memory, and peripheral connections
  • Provide support for iPhone’s and iPad’s
  • Setup and configure workstations to be used in diverse environments, while adhering to security requirements and institute directives
  • Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices
  • Provide assistance to clients for general operation of standard supported COTS software
  • Consult with clients and team members to provide hardware and software recommendations
  • Work within help desk ticketing system (ServiceNow) to document all work performed and communication with clients
  • Prepare equipment for surplus, including secure removal of data

Required Qualifications and Experience:

  • A+ certification
  • AA/AS and one year of experience
  • Experience with Windows 10 and Mac OS X 10.14/15 in an Active Directory enterprise environment
  • Experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms
  • Experience with mobile devices, including iPhone and iPad
  • Prior Help Desk experience
  • Prior Helpdesk ticketing software experience

Preferred Qualifications and Experience:

  • Ability to write clear, concise documentation
  • Ability to provide excellent customer service in person, over phone, through email, and using remote tools
  • Certifications: ACSP, Network+, Security+, MCSA, MCP/MTA
  • Experience working at NIH

WHAT GDIT CAN OFFER YOU:

  • Work on different projects throughout the year
  • Work with different IT groups ie. Security and Infrastructure groups to gain exposure
  • Work with other team members interested in your success in a team first environment

Summary:

  • Position is for full time employment with GDIT
  • Work schedule is Monday - Friday
  • Morning schedule will be between core hours of 7:00 am – 3:30 pm
  • Good work life balance

GDIT CAREERS

Opportunity Owned

Discover more at gdit.com/careers

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.