Desktop Support Technical Support Specialist

Clearance Level
Bethesda, Maryland

REQ#: RQ64611

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

GDIT is seeking an A+ certified Desktop Support Specialist with ticket queue management experience, as well as Mac and Windows expertise, to provide a variety of hands on technical support and exceptional customer service for the National Human Genome Research Institute (NHGRI) within the National Institutes of Health (NIH). Our team of about 12 Desktop Support Specialists supports approximately 900 users at NHGRI and works alongside other GDIT staff who provide Scientific Systems Engineering, Infrastructure/ Data Center Operations and Program Management support.

You will support several buildings on NIH’s main campus that include scientific labs and hospitals where an abundance of walking may be required if one is unable to resolve the issue remotely.

To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with scientists, doctors and senior government staff. Therefore, you should be articulate in your communications. You may need to explain technical intricacies to customers in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

In return we will teach you and provide you with any official training classes needed for you to grow within our organization.

Job Responsibilities and Functions:

  • Assign tickets to Desktop Support Technicians

  • Monitor ticket queue to ensure tickets are being addressed according to SOP

  • Responsible for ticket escalations to management and or other departments within the Information Technology Branch (ITB)

  • Provide on-site technical support for desktop computers and peripherals in a cross platform environment
  • Support will include troubleshooting, repair, and installation of hardware, software, and operating systems for Mac and Windows  
  • Provide support of client computing hardware; including, but not limited to hard drive, memory, and peripheral connections
  • Provide support for mobile devices, including Blackberry, iPhone and iPad
  • Setup and configure workstations to be used in diverse environments, while adhering to security requirements and institute directives
  • Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices
  • Provide assistance to clients for general operation of standard supported COTS software
  • Consult with clients and team members to provide hardware and software recommendations
  • Work within help desk ticketing system to document all work performed and communication with clients
  • Prepare equipment for surplus, including secure removal of data
  • Deliver monthly reports to supervisor; project based communications as required

Required Qualifications and Experience:

  • High school diploma or GED and four years related experience
  • A+ certification
  • Prior help desk ticketing experience, preferably with ServiceNow
  • Three years’ experience providing Windows 7/10 and Mac OS X 10.6/7/8/9/10/11 in an Active Directory enterprise environment
  • One year experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms
  • Experience with mobile devices, including Blackberry, iPhone and iPad
  • Ability to write clear, concise documentation
  • Ability to provide excellent customer service in person, over phone, through email, and using remote tools
  • Ability to obtain a NIH Public Trust

Desired Qualifications and Experience:

  • Experience with Absolute Manage, Jamf, SCCM
  • Mobile device experience (iOS)
  • Certifications: ACSP, Network+, Security+, MCSA, MCP/MTA
  • Experience working at NIH

Attributes for Success:

  • Strong written and verbal communication skills
  • Focus on customer service
  • Desire to work in a team environment
  • Strong work ethic
  • Ability to balance a heavy workload while maintaining high standards


  • Position is for full time employment with GDIT
  • Work schedule is Monday - Friday
  • Schedule will be between core hours of 7:00 am – 4:00 pm to ensure customer support
  • Good work life balance

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.