Desktop Support Specialist

Clearance Level
Field Engineering
Bethesda, Maryland

REQ#: RQ46260

Travel Required: None

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
  • A+ certification
  • 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
  • Certifications: ACSP, Network+, Security+, MCSA, MCP/MTA
  • Experience working at NIH

Attributes for Success:

  • Excellent written and verbal communication skills
  • Focus on customer service
  • Desire to work in a team environment
  • Strong work ethic
  • 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.