NIH IT Service Desk Agent

Clearance Level
Help Desk
Bethesda, Maryland

REQ#: RQ44210

Duties and Responsibilities

·        Respond to customer requests for IT assistance via the phone and web

·        Diagnose and resolve technical hardware and software issues

·        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


Required Qualifications and Skills

·        Associate's Degree with 3 years of experience

·        Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software

·       HDI Support Center Analyst Certification; eligible to obtain within 1 year

·       Email Support Skills

·       Microsoft O365 Support Skills

·       VPN Support Skills

·       Active Directory Skills

·   Knowledge of Windows and Mac Operating Systems

·       Mobile Device Troubleshooting Skills (iOS, Android & BlackBerry)



Attributes for Success:

·        Excellent verbal and written communication skills

·        Excellent learning skills

·        Excellent customer service skills

·        Excellent problem-solving skills

·        Attention to detail

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.