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General Dynamics Information Technology Desktop Support Specialist (Windows and Mac) in Bethesda, Maryland

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: NACI (T1)

Job Family: Field Engineering

We are seeking a Desktop Support Specialist to join our team in support of the National Institutes of Health (NIH) Office of the Director IT Support Services Contract. On this program we provide support for over 2,700 end-customers residing in approximately 20 buildings. Support includes 24x7 on-call duty support for monitoring of critical systems and for VIP support. Our team focuses on maintaining excellent customer experience as it relates to service requests and maintain and improve interoperability between IT infrastructure systems.

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure

today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can’t turn into opportunity. Our work depends on a Field Engineer Associate joining our team to support the National Institutes of Health, Office of the Director activities at the Bethesda, MD headquarters.

At GDIT, people are our differentiator. As a Field Engineer supporting NIH, you will be trusted to support our customer. In this role, a typical day will include:

  • Applying your experience and judgment to plan and accomplish goals, lead tasks, manage deskside support tickets involving both Windows and MacOS devices, and ensuring performance against Service Level Agreements (SLAs).

  • Coordinating incident / problem resolution for outages and multi-user issues with the Service Desk.

  • Providing service and customer support onsite and during field visits or dispatches.

  • Providing deskside support to end users, including laptop / mobile equipment delivery, use-instructions and troubleshooting.

  • Handling on-site installation, repair, maintenance and testing tasks, sometimes using “remote hands” or “smart hands” techniques.

  • Diagnosing errors or technical problems and determining proper solutions.

  • Following all company’s procedures and protocols.

  • Cooperating with technical teams and sharing information across the organization.

  • Comprehending customer requirements to make appropriate recommendations and build positive relationships with customers.

REQUIRED QUALIFICATIONS AND SKILLS:

  • BS in a related field or equivalent education and experience

  • User-centric Windows/Apple IT support and / or IT help-desk experience

  • Experience troubleshooting, testing, and repairing service technical equipment

  • Familiarity with mobile tools and applications

  • Experience with Microsoft Office Suite, including Word, Project, and Excel, and Adobe Acrobat

  • Must have an ITIL certification or be able to obtain within six months of employment

DESIRED QUALIFICATIONS AND SKILLS:

  • Apple Support: experience supporting domain joined Mac devices in enterprise environment

  • Familiarity with GSA environment and administrative processes

  • Two years’ experience performing to SLAs

  • Working knowledge of VPN and Citrix for remote access

  • Working knowledge of images and imaging desktops and laptops

  • Working knowledge of Active Directory, Group policies, and networking

  • Experience with supporting mobile devices

  • Experience supporting and maintaining user account information including rights, security and systems groups.

  • Experience diagnosing and troubleshooting server and network issues

SUMMARY:

• Must be able to work flexible shifts, adapt to changing work schedules, and provide assistance on-call when necessary

• Must possess or be able to obtain a US “Public Trust” clearance.

GDIT CAREERS

Opportunity Owned

Discover more at gdit.com/careers

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.

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