Deskside Support Technician

Deskside Support Technician (Tier 2 Support)

GDIT is seeking a Deskside Support Technician to provide Tier 2 technical support for NIH users in a fast‑paced research and scientific environment. This role delivers hands‑on support for endpoint devices, resolves complex technical issues, and ensures high‑quality service in alignment with customer satisfaction goals and established SLAs. The Technician works onsite and supports day‑to‑day IT operations across the NIH campus.

How a Deskside Support Technician will make an impact:

• Provide onsite Tier 2 support for Windows 11, macOS, Linux/UNIX, iOS, and Android devices.
• Troubleshoot and resolve issues for desktops, laptops, mobile devices, and peripherals (printers, scanners, monitors, docking stations).
• Install software, deploy hardware, and support device configurations.
• Use enterprise tools including Intune, JAMF, BigFix, Trellix ePO, MobileIron, and ServiceNow.
• Diagnose incidents, document actions clearly, and complete After‑Action Reports when required.
• Maintain ≥95% accuracy in asset and software inventories.
• Support basic network troubleshooting (VPN, Wi-Fi, connectivity, network printers).
• Meet or exceed SLAs for incident resolution, installations, hardware deployment, and outage assessment.
• Provide professional, customer‑focused service to users of all technical levels.

WHAT YOU’LL NEED TO SUCCEED

• Associate’s degree in IT, Computer Science, or related field, or equivalent technical training (trade school, bootcamp, military experience)
• 2–4 years of related IT support experience with imaging / deploying PCs,   troubleshooting Windows and basic networking

• Working in ticketing systems and with end users in person

• Experience supporting enterprise endpoints across multiple operating systems.
• Familiarity with device management systems (Intune, JAMF, BigFix, etc.).
• Strong troubleshooting, communication, and customer service skills.
• Experience with ServiceNow or similar ITSM tools.
• Ability to lift up to 25–40 lbs and work onsite across multiple NIH buildings.

Preferred

• Prior experience in federal, research, or healthcare environments.
• Technical certifications (CompTIA A+/Network+/Security+, Apple, Microsoft, JAMF).

Security Clearance

• Ability to obtain and maintain an NIH Public Trust clearance

Location

• Bethesda, MD (onsite with potential hybrid schedule)

GDIT IS YOUR PLACE

• Full-flex work week to own your priorities at work and at home 

• 401K with company match 

• Comprehensive health and wellness packages 

• Internal mobility team dedicated to helping you build your skills and own your career 

• Professional growth opportunities including paid education and certifications 

• Cutting-edge technology you can learn from  

• Rest and recharge with paid vacation and 10 company-paid holidays  

OWN YOUR OPPORTUNITY
Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.