Desktop Support Technician

Clearance Level
Help Desk
Bethesda, Maryland

REQ#: RQ84975

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

GDIT is currently seeking a Desktop Technician to join our team in Bethesda, MD. In this role, you will be a change agent by supporting the National Institutes of Health to the on behalf of the Center for Information Technology (CIT) to help ensure the success of the NIH mission.

Task and responsibilities in this role include, but are not limited to the following:

  • Provide excellent customer service and quick resolution of technical issues for NIH employees and scientists
  • Support Tier 2 on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, iPads and associated peripherals.
  • Troubleshoot and resolve issues involving Microsoft Windows, macOS, desktop applications. collaboration tools, shared drives, email and other technologies.
  • Assist with vulnerability remediation and planning strategies to minimize impact on user productivity, engage with Engineering Team to provide visibility into the customer environment and assist with deployment of changed and or new services and or technologies
  • Support Microsoft Office 365 and Active Directory products
  • Using ServiceNow to document solutions in a clear and accurate manner so that resolutions are pushed to the lowest level.
  • Serve as company liaison with customer on administrative and technical matters.
  • Responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned schedules are successfully completed in a timely manner.
  • Configure and install desktop and laptop computers following standard procedures, isolates and resolves technical problems with individual computers, answers user questions about hardware and software, completes special projects and assignments.

To qualify, you must meet these basic qualifications: 

  • BS degree and three-year’s experience OR an MS and one year OR the equivalent combination of education/experience
  • Experience with configuration and hardware/driver troubleshooting of Dell laptops and desktops
  • Strong Windows 10 experience including working with, troubleshooting, and implementing changes to registry and group policy
  • Strong understanding and experience with Microsoft Office 365 including Teams, SharePoint Online
  • Experience with application troubleshooting not limited to Adobe Cloud, Microsoft, RSA, Cisco products, etc…
  • Experience with using ServiceNow and processing incident tickets and requests
  • Experience providing network support including knowledge of LAN, Wireless, and Cisco VPN troubleshooting 
  • Experience troubleshooting Android and iPhone mobile devices
  • Strong documentation skills
  • Strong verbal and written communication skills
  • Strong problem analysis and resolution skills
  • Ability to collaborate with multiple service departments to tackle issues and projects
  • Exceptional interpersonal, customer service, and presentation skills required to interact effectively with all levels of the organization, including customers and IT Pros
  • Ability to work flexible schedules to meet job requirements including after-hours support
  • Must have excellent time management and multi-tasking skills including handling multiple projects concurrently

It would be great if you also had:

  • Extensive experience with configuration and troubleshooting macOS Mojave and Catalina; BigSur is a plus Experience with using a mobile device management solution (MDM)
  • Experience with using BigFix to deploy applications and scripts
  • Experience with threat and vulnerability remediation
  • Ability to tastefully draft communications and documents including instructional materials, presentations, custom logs and procedures

Please note the job may involve moving to multiple buildings/floors in and or around campus and off-campus at NIH facilities. Other responsibilities may include moving around computer equipment and routine organization of work spaces.

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.