Help Desk Specialist

Clearance Level
Help Desk
Bethesda, Maryland

REQ#: RQ122890

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

GDIT is seeking a Help Desk Specialist to provide in depth troubleshooting across a wide range of technologies to support the National Institutes of Health (NIH) Center for Information Technology (CIT).  This position will support the NIH customers by phone and remote access. The ideal candidate will have strong customer service and communication skills, as well as IT technical expertise.  You should have a wide range of skills in computer hardware (laptops, desktops, mobile devices, telecom), software (email, MS Office, O365, databases, Active Directory, collaboration tools, etc.) and network connectivity. 

Position is for full time employment.  You will be based at the customer site in Bethesda, MD with opportunity to work from home as needed with manager approval. 

The work schedule will be Monday - Friday during core business hours (6:00 am to 6:00 pm). 

Responsibilities and Duties:

  • Document solutions in a clear and accurate manner so that resolutions are pushed to the lowest level

  • Record customer incidents in a Problem Management system

  • Handle customer support requests for CIT services and logically troubleshoot customer symptoms to arrive at the best resolution

  • Provide resolution, support and follow up for cases escalated to other support teams.

  • Answer complex technical questions in terms that end users understand.

Required Qualifications and Skills:

  • HS/GED diploma and one year of experience

  • Good customer services skills

  • Experience with Windows and Mac hardware and software

  • Experience resolving network related issues

  • Experience with a ticketing system, preferably ServiceNow

  • Experience with a remote access tool, such as Bomgar

Desired Qualifications and Skills:

  • You will have the opportunity to learn these technologies as a Help Desk Specialist. Any prior experience is a plus.

  • CGE (Concur Government Edition)

  • NBS (NIH Business System)

  • NED (NIH Enterprise Directory)

  • nVision Financials

  • ITAS (Integrated Time and Attendance System)

Attributes for Success:

  • Ability to make positive contributions to the team and customers

  • Excellent verbal and written communication 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.