Senior Deskside Support Technician

GDIT is seeking a Senior Deskside Technician to support the National Institutes of Health (NIH) Center for Information Technology (CIT) client in Bethesda, MD. You should be an experienced change agent capable of providing independent technical support to our NIH customers.

This position requires a regular on-site presence with the possibility of some remote work with manager approval. You must be able to work flexible schedules between the core hours of 8:00 am to 6:00 pm Monday through Friday.  You must be able to travel between buildings across a large campus.

Responsibilities:

• Perform root cause analysis of problems and provide manager with implementation plans of workarounds and solutions for network protocols and security, IT infrastructure, and basic services
• Create scripts in PowerShell and or Terminal to automate jobs and processes
• Collaborate with Engineering and Security teams on IT projects and implementations, including review of new technologies, vulnerability remediation and security patching activities
• Maintain and build lines of communication and relationships with technical and non-technical departments within CIT, NIH and other government agencies
• Help mentor and train colleagues and junior technicians with core IT principles and technologies 
• Provide excellent customer service, while serving as a technical expert and liaison to NIH clients and contract staff
• Perform routine Tier II deskside support functions, such as device management and imaging, configuration, set-up and installation, application, network and account management, media sanitization and device wiping, inventory tracking and surplus, group policy and AD changes, virtual machine (VM) configuration
• With the customer, walk through features and troubleshoot cloud applications, MDM software, conferencing applications, and other third-party software and technologies used by NIH
• Investigate and promptly resolve issues with Microsoft and MacOS computers, including IOS and Android mobile phones
• Utilize ServiceNow to track, manage, and document your workload
• Manage task assignments, ensuring that the technical solutions and assigned project schedules are successfully completed in a timely manner
• Independently increase your understanding of NIH, CIT technologies, and IT services
   

Required Skills:

• AA/AS (or equivalent) and five years of experience
• Minimum of three years providing Tier 2 support
• Must be able to obtain a public trust
• Strong knowledge of network protocols, IT infrastructure and services, such as TCP/IP, static IP and DHCP, DNS, NAC, LAN, WiFi, Group Policy, Microsoft Registry, Active Directory
• Good understanding of MacOS and Apple systems, including use of Terminal
• Good understanding of Windows OS systems and Office 365, including use and creating scripts
• Experience with Android and IOS mobile device set up and configuration
• Strong documentation skills
• Excellent verbal and written communication skills
• Prior customer service experience
• Ability to move and lift computers, printers, monitors, and other hardware

Desired Skills:

• Previous or current NIH experience highly desired
• ServiceNow experience
• WebEx and Cisco telepresence system experience
• Certifications, such as ITIL v4, HDI, ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+
• Good problem analysis and resolution skills
• Excellent interpersonal skills