MacOS and Windows Deskside Support Technician

Clearance Level
Help Desk
Bethesda, Maryland

REQ#: RQ126049

Travel Required: None
Public Trust: NACI (T1)
Requisition Type: Regular

GDIT is seeking a Tier II Deskside Technician experienced with MacOS and Windows to support the National Institutes of Health (NIH) Center for Information Technology (CIT) client in Bethesda, MD.

This position requires a regular on-site presence with the possibility of some remote work with manager approval. You must be able to work flexible schedules between the core hours of 6:00 am to 6:00 pm Monday through Friday.  You must be able to travel between buildings across a large campus.


  • Provide support and troubleshooting to MacOS and Apple products in a government enterprise environment, including encryption technology, such as Filevault and application servicing (JAMF)

  • Perform setup and troubleshooting of Windows machines

  • Perform root cause analysis of problems and provide manager with implementation plans of workarounds and solutions for network protocols and security, IT infrastructure, and basic services

  • Use Terminal to perform actions for setup and troubleshooting

  • Collaborate with Engineering and Security teams on IT projects and implementations, including review of new technologies, vulnerability remediation and security patching activities

  • Maintain and build lines of communication and relationships with technical and non-technical departments within CIT, NIH, and other government agencies

  • Provide customer service, while serving as a technical expert and liaison to NIH clients and contract staff

  • Perform routine Tier II deskside support functions, such as device management and imaging, configuration, set-up and installation, application, network and account management, media sanitization and device wiping, inventory tracking and surplus, group policy and AD changes, virtual machine (VM) configuration

  • Walk through features and troubleshoot cloud applications, MDM software, conferencing applications, and other third-party software and technologies used by NIH with customer

  • Utilize ServiceNow to track, manage, and document your workload

  • Manage task assignments, ensuring that the technical solutions and assigned project schedules are successfully completed in a timely manner


  • AA/AS (or equivalent) and minimum of five years of experience

  • Minimum of three years of experience providing Tier 2 support for Mac and Windows

  • Solid understanding of MacOS and Apple systems, including use of Terminal, Filevault, and JAMF

  • Solid understanding of Windows OS systems and Office 365

  • Experience with Android and IOS mobile device set up and configuration

  • Strong knowledge of network protocols, IT infrastructure and services, such as TCP/IP, static IP and DHCP, DNS, NAC, LAN, WiFi, Group Policy, Microsoft Registry, Active Directory

  • Excellent writing skills for documenting tickets, tracking, and closing tickets

  • Excellent customer service experience

  • Ability to move and lift computers, printers, monitors, and other hardware


  • Previous or current NIH experience

  • Experience working in a government enterprise environment

  • ServiceNow experience

  • Certifications, such as ITIL v4, HDI, ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+, or JAMF


  • Excellent verbal and written communication skills

  • Good problem analysis and resolution skills

  • Excellent interpersonal skills



About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.