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Job Details

Help Desk/Service Desk Agent for NIH CIT

Bethesda, MD, United States

Posted on
Sep 15, 2021

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Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: NACI (T1)

Job Family: Help Desk

GDIT has an have an opportunity for a Help Desk / Service Desk Specialist to provide in depth troubleshooting across a wide range of technologies as part of our Service Desk program at the National Institutes of Health (NIH) Center for Information Technology (CIT). This position will support the NIH community 100% via phone and remote access tools like Bomgar.

We are seeking technically minded individuals with strong communication skills to provide technical and customer service support to our client. To be successful in this role, you should have a wide range of skills in computer hardware (laptops, desktops, mobile devices, telecom), software (email, MS Office, O365, databases, Active Directory, collaboration tools, etc) and network connectivity. The users you will support in this role are NIH employees and scientists. Customer incidents are recorded in the ServiceNow ticketing system. The chosen candidate will have demonstrated experience documenting solutions in a clear and accurate manner.

Position is for full time employment with General Dynamics IT. You will be based at the customer site in Bethesda, MD with opportunity to work from home as needed with manager approval and once established with the program. The work schedule will be Monday - Friday during normal business hours.


Be on time and ready to work at your assigned start time, manage your breaks and lunch according to your schedule, work until the end of your shift
Respond to requests for help, via the phone and web
Diagnose and resolve technical hardware and software issues
Opens, tracks, and closes trouble tickets; ensuring excellent documentation (in tickets and in the Knowledge Base articles)
Tracks activities of technical support specialists to whom tickets were assigned.
Research questions using available resources
Advise user on appropriate action
Follow the NIH IT Service Desk Standard Operating Procedure (SOP)
Log ALL phone and web contacts
Completely document the contact and resolution
Identify and escalate incidents and problems requiring urgent attention
Escalate incidents and problems to the appropriate group
Stay current with Bulletin Boards, Hot News, and system changes
Suggest training needs and opportunities
Suggest knowledge needs and opportunities for the IT Solutions Center (ITSC)
Promote teamwork and skill sharing
Record your time daily
Learn the NIH customer and operating environment in a short period of time; and learn and adopt ITIL best-practices as currently adopted by the customer.

In this role, you will work as part of a 50 person help desk team. While you are not expected to know all of these coming into the role; you will have the opportunity to learn these technologies:

Email and Microsoft O365
Multiple OS - Windows, Mac, UNIX, Linux
Databases (Oracle, DB2)
Account management with Active Directory and collaboration (shared drives, etc.)
508 Telecommunication Services
ActiveSynch and BlackBerry Wireless Messaging Services
Mobile devices (iPhone, Windows Pocket PC, Palm, smartphone)
Central Email Service (CES)
Conference Room Design and Support
Content Management System (CMS) Service
HHS Federated Messaging Services
Instant Messaging Services
Mobile Device Alerting Service
Mobile Documents Service
MOSS SharePoint and Content Management
Services for Dedicated Environments
MOSS SharePoint and Content Management Services
NexTalk Service (NTS)
NIH systems such as Central Fax Service (eFax), External Directory Service, Listserv Mailing-List Service, and NIH Portal Services
Project Server Service
Secure Email/File Transfer
Service Oriented Architecture (SOA) Solutions
Telephony Procurement Service
Video Relay Service (VRS), Video TeleConferencing (VTC), and VideoCasting
Voicemail Services
Web Collaboration
Wiki Services


Required Skills -

AS degree and 1 year relevant experience (or equivalent combination of education and experience, such as no degree and 3 years experience)
Experience troubleshooting and supporting the following technologies in a professional environment - Email, Microsoft O365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)
Knowledge of Windows and Mac Operating Systems
Knowledge of troubleshooting Mobile Devices (iOS and/or Andriod)
HDI Support Center Analyst Certification, or ability to obtain within 1 year


Excellent oral and written communication skills
Excellent learning skills
Excellent customer service skills
Excellent problem-solving skills
Attention to detail
Stress tolerant
Ability to generate, embrace, and endorse positive change

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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