We are seeking an A+ certified Desktop Support Specialist with Mac and Windows expertise. You will provide hands-on technical support and exceptional customer service to 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. As a Help Desk Support Specialist, you will support several buildings on NIH’s main campus that include scientific labs and hospitals, so a lot of walking may be required when issues can't be resolved remotely.
While you will need to be a self-starter, completing tasks on your own, working together in a team environment is essential. You will be interfacing with scientists, doctors and senior government staff. You may need to be able toeasily explain technical intricacies to customers. You will need to maintain a high-level customer service focus, including expertise, courtesy, timeliness, and professionalism. In return we will teach you and 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:
BS in a related field or a combination of four years’ experience and education
Must be able to obtain a Public Trust
Desired Qualifications and Experience:
Three years’ experience with Windows 10 and Mac OS X 10.11/12/13/14/15 in an Active Directory enterprise environment
One year 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
Ability to write clear, concise documentation
Ability to provide excellent customer service in person, over phone, through email, and using remote tools
Ability to balance a heavy workload while maintaining high standards
Position is for full time employment with GDIT
Work schedule is Monday - Friday
Flex schedule will be between core hours of 7:00 am – 6:00 pm to ensure customer support
Good work life balance
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.