Senior Desktop Support Technician

Clearance Level
Help Desk
Bethesda, Maryland

REQ#: RQ104842

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

GDIT is currently seeking a Senior Desktop Technician to join our team in Bethesda, MD. In this role, you will be an experienced change agent by supporting the National Institutes of Health on behalf of the Center for Information Technology (CIT) to ensure the success of the NIH mission and vision.

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

  • Utilize your extensive technical and customer support experience acquired over your career to augment existing and newly created deskside services
  • As a senior desktop technician you will be asked to provide guidance on process improvement, collaborate with ITSS Engineering and Security on NIH-wide and IC-specific IT projects and implementations, perform service delivery managements tasks as needed in addition to traditional Tier II tasks
  • 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
  • Tier II desk side 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
  • Be an integral part of an organization with evolving technological needs and be solution driven, thinking outside the box on processes and service delivery
  • Investigate and resolve issues with Microsoft and macOS computers including IOS and Android mobile phones
  • Utilize ServiceNow to track, manage, and document your workload
  • Responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned project schedules are successfully completed in a timely manner

To qualify, you must meet these basic qualifications:

  • Bachelors Degree and three (3) years experience providing desk top/Tier 2 support or a Masters Degree and one (1) year experience or a combination of experience and supported education for the role
  • Strong experience with on-site and/or remote installations and
  • Experience with Office 365 and older Office installation, Active Directory/Azure, network support including foundational knowledge and troubleshooting experience of LAN, wireless, VPN, etc...
  • Experience with Android and IOS mobile device set up and configuration
  • Strong documentation and typing skills
  • Strong verbal and written communication skills
  • Strong problem analysis and resolution skills
  • Exceptional interpersonal, customer service, and presentation skills required to interact effectively with all levels of the organization, including customers and IT Pros
  • Ability to work flexible schedules to meet job requirements and manage time effectively
  • Ability to regularly stand and walk between buildings on a large campus
  • Ability to move and lift computers, printers, monitors, and other hardware
  • Ability to drive to various local locations

It would be great if you also had:

  • Extensive macOS and IOS experience including troubleshooting and configuration of major OS versions up to Catalina
  • Experience set up and troubleshooting of Microsoft products on Macs and or VMs on Macs
  • ServiceNow experience
  • WebEx and Cisco telepresence system experience
  • Experience creating IT documentation and knowledge base (KB) articles
  • ITIL v3/v4 certification
  • HDI certifications and or other technical Certifications, such as ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+, etc...

COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.