At GDIT, people are our differentiator. We are seeking a Sr. Desktop Technician to join our team to support the Office of the Director (OD) within the National Institutes of Health (NIH) at Bethesda, MD. As a Sr. Technician, you will lead a team of desktop technicians in support of our team of engineers who provide Infrastructure/Datacenter Operations Support to approximately 2700 end users (~300 MAC users) at OD and work alongside other GDIT staff who provide Desktop Support, Cyber Security Operations, Web Development, Customer Relations and Program Management support. You will be part of a 20-member Desktop team providing superior technical support and excellent customer service to the OD so it can carry out its mission of supporting innovative scientific research. The successful candidate will lead a team of at approximately six desktop technicians on NIH’s main campus and will be their escalation point for administrative and technical issues.
Must be able to work flexible shifts, adapt to changing work schedules, and provide on-call assistance as necessary
In this role, a typical day will include:
Plan and accomplish goals, lead tasks, manage deskside support tickets, and ensures performance against Service Level Agreements (SLAs).
Coordinate incident / problem resolution for outages and multi-user issues with the Service Desk.
Provide excellent service and customer support onsite and during field visits or dispatches for VIP users.
Provide deskside support to end users, including laptop / mobile equipment delivery, use-instructions and troubleshooting.
Handle on-site installation, repair, maintenance and testing tasks.
Diagnose errors or technical problems and determines proper solutions.
Follow all company’s filed procedures and protocols.
Collaborate with technical teams and shares information across the organization.
Analyze customer requirements to make appropriate recommendations and build positive relationships with customers.
Initiate mentoring relationships with assigned team to foster professional growth.
Maintain accountability for team members in completion of assigned tasks and adherence to corporate and client personnel directives.
B.S. degree or equivalent and two years related experience
Proven user-centric Windows or IT help-desk experience supporting domain-joined Windows and MAC OS devices in an enterprise network environment (senior on PC, some Mac experience is preferred)
Ability to troubleshoot, test, repair, and service technical equipment
Familiarity with ServiceNow ticketing system
Familiarity with system maintenance and monitoring tools such as CyberArk and BigFix
Experience with Microsoft Office 365, including Outlook, Word, Project, OneNote, and Excel
Intermediate skills with Adobe Acrobat.
ITIL Foundations Certificate or must be able to obtain within six months of employment
Must be able to obtain a NIH Public Trust
Other technical certifications
Familiarity with GSA environment and administrative processes
Two years’ experience performing to SLAs
Working knowledge of VPN for remote access
Working knowledge of images and imaging desktops and laptops
Working knowledge of Active Directory, Group policies, and networking
Experience with supporting mobile devices
Experience supporting and maintaining user account information including rights, security and systems groups.
Experience diagnosing and troubleshooting server and network issues
Attributes for Success:
Strong written and verbal communication skills
Resourcefulness and problem-solving aptitude
Commitment to providing excellent customer service to our clients
Excellent interpersonal skills including the ability to effectively collaborate
Ability to work in a fast-paced, SLA driven environment and work well in a team setting
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.