Help Desk/Service Desk Agent for NIH CIT

Clearance Level
Help Desk
Bethesda, Maryland

REQ#: RQ101071

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

GDIT has an have an opportunity for a Help Desk / Service Desk Specialist to provide in depth troubleshooting across a wide range of technologies as part of our Service Desk program at the National Institutes of Health (NIH) Center for Information Technology (CIT).  This position will support the NIH community 100% via phone and remote access tools like Bomgar.

We are seeking technically minded individuals with strong communication skills to provide technical and customer service support to our client.  To be successful in this role, 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.  The users you will support in this role are NIH employees and scientists. Customer incidents are recorded in the ServiceNow ticketing system.  The chosen candidate will have demonstrated experience documenting solutions in a clear and accurate manner.

Position is for full time employment with General Dynamics IT.  You will be based at the customer site in Bethesda, MD with opportunity to work from home as needed with manager approval and once established with the program.  The work schedule will be Monday - Friday during normal business hours. 


  • Be on time and ready to work at your assigned start time, manage your breaks and lunch according to your schedule, work until the end of your shift  

  • Respond to requests for help, via the phone and web

  • Diagnose and resolve technical hardware and software issues

  • Opens, tracks, and closes trouble tickets; ensuring excellent documentation (in tickets and in the Knowledge Base articles)

  • Tracks activities of technical support specialists to whom tickets were assigned.

  • Research questions using available resources

  • Advise user on appropriate action

  • Follow the NIH IT Service Desk Standard Operating Procedure (SOP)

  • Log ALL phone and web contacts

  • Completely document the contact and resolution

  • Identify and escalate incidents and problems requiring urgent attention

  • Escalate incidents and problems to the appropriate group

  • Stay current with Bulletin Boards, Hot News, and system changes

  • Suggest training needs and opportunities

  • Suggest knowledge needs and opportunities for the IT Solutions Center (ITSC)

  • Promote teamwork and skill sharing

  • Record your time daily

  • Learn the NIH customer and operating environment in a short period of time; and learn and adopt ITIL best-practices as currently adopted by the customer.

In this role, you will work as part of a 50 person help desk team.  While you are not expected to know all of these coming into the role; you will have the opportunity to learn these technologies:

  • Email and Microsoft O365

  • Multiple OS - Windows, Mac, UNIX, Linux

  • Databases (Oracle, DB2)

  • Account management with Active Directory and collaboration (shared drives, etc.)\

  • 508 Telecommunication Services

  • ActiveSynch and BlackBerry Wireless Messaging Services

  • Mobile devices (iPhone, Windows Pocket PC, Palm, smartphone)

  • Central Email Service (CES)

  • Conference Room Design and Support

  • Content Management System (CMS) Service

  • HHS Federated Messaging Services

  • Instant Messaging Services

  • Mobile Device Alerting Service

  • Mobile Documents Service

  • MOSS SharePoint and Content Management

  • Services for Dedicated Environments

  • MOSS SharePoint and Content Management Services

  • NexTalk Service (NTS)

  • NIH systems such as Central Fax Service (eFax), External Directory Service, Listserv Mailing-List Service, and NIH Portal Services

  • Project Server Service

  • Secure Email/File Transfer

  • Service Oriented Architecture (SOA) Solutions

  • Telephony Procurement Service

  • Video Relay Service (VRS), Video TeleConferencing (VTC), and VideoCasting

  • Voicemail Services

  • Web Collaboration

  • Wiki Services


Required Skills -

  • AS degree and 1+ year relevant experience (or equivalent combination of education and experience, such as no degree and 3+ years experience)

  • Experience troubleshooting and supporting the following technologies in a professional environment - Email, Microsoft O365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)

  • Knowledge of Windows and Mac Operating Systems

  • Knowledge of troubleshooting Mobile Devices (iOS and/or Andriod)

  • HDI Support Center Analyst Certification, or ability to obtain within 1 year


  • Excellent oral and written communication skills

  • Excellent learning skills

  • Excellent customer service skills

  • Excellent problem-solving skills

  • Attention to detail

  • Stress tolerant

  • Ability to generate, embrace, and endorse positive change

This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.

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.