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
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 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.