Sr. Desktop Technician

Clearance Level
Field Engineering
Bethesda, Maryland

REQ#: RQ46229

Travel Required: None

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.

Required Qualifications:

  • B.S. degree or equivalent and two years related experience
  •  Experience supporting Senior Level Tech/Non-Tech customers
  • 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

Desired Qualifications:

  • 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.