Deskside Support Technician

GDIT is currently seeking a Deskside and Customer Service Technician to join our Tier 2 team in Bethesda, MD. In this role you will be a change agent by supporting the National Institutes of Health on behalf of the Center for Information Technology (CIT) to help ensure the success of the NIH’s mission.

This position requires a regular on-site presence with the possibility of some remote work scheduling after the initial probation period.

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

• Tier II deskside support performing computer and device imaging, configuration, set-up and installation including device, application, network and account management, media sanitization and device wiping, inventory tracking and surplus, group policy and AD changes, virtual machine (VM) configuration, etc…

• Understand and be able to walk through features and troubleshooting of cloud applications such as Office 365 and Azure, MDM software such as MobileIron, conferencing applications such as Zoom, Teams, Cisco WebEx, and other third-party software and technologies used by federal research teams and business organizations across NIH

• Perform incident and request management to resolve and or fulfill IT events from the NIH community

• Provide excellent customer service while serving as a technical expert and liaison to NIH federal employees and contract staff, researchers and scientists

• Be able to support our customers individually or as part of a larger team and act an integral part of an organization with evolving technological needs and be solution driven

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

• Responsible for individual assigned tasks ensuring that the technical solutions and or deliverables meet deadlines

To qualify, you must meet these basic qualifications: 

• Must be able to obtain ITILv4 and HDI-DAST certification within 3mos of hire

• HS/GED or higher degree and at least one to three years of experiencing providing Tier I and or Tier II IT support

• Strong ability to listen and respond effectively in written and or verbal communication to technical and non-technical audiences as well as management

• Demonstratable excellent customer service skills and able to de-escalate tense situations verbally and in written communication

• Demonstratable strong documentation skills

• Demonstratable problem analysis and resolution skills

• Strong multi-tasking ability and able to prioritize and re-prioritize in a dynamic work environment

• Experience providing in-person, on the phone, and or virtual support to customers as well as setting up IT desk hardware neatly

• Experience with functional usage and basic troubleshooting of Windows and or MacOS operating systems; Office365 and Microsoft Office applications; iOS and or Android mobile devices and iPads

• Basic knowledge of Active Directory/Azure for account creation, membership and decommissioning; networking such as DNS, NAC, LAN and WiFI; patching and security management such as anti-virus/anti-malware

• Able to work flexible schedules and manage time effectively to meet job demands

• Able to work in-person at the NIH Bethesda Campus location and various buildings and able and travel to various other NIH satellite locations in the DC Metro Area

• Able to move and setup IT equipment

It would be great if you also had:

• Prior and or current NIH experience or supporting an HHS or federal customer
• Prior experience working within an enterprise IT environment
• Extensive macOS and IOS experience including troubleshooting and configuration of major OS versions up to Big Sur and Microsoft products or virtual machines on Macs
• Virtual machine experience including configuration and installation
• Experience using ServiceNow
• Experience using Remote Support tools
• Experience with Zoom, WebEx, Teams
• ITIL v4 certification
• HDI-DAST certification and or other technical Certifications such as ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+, etc…

The likely hourly rate for this position is between $27.30 - $40.96, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

View information about benefits and our total rewards program.