Desktop Support Technical Support Specialist in Bethesda, MD at General Dynamics Information Technology

Date Posted: 8/12/2019

Job Snapshot

Job Description

GDIT is seeking a Desktop Support Specialist with 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 10 Desktop Engineers 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. 

Job Responsibilities and Functions:

  • 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 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:

  • BS or equivalent and two years related experience
  • Two years’ experience with Windows 7/10 and Mac OS X 10.11/12/13/14 in an Active Directory enterprise environment
  • One year experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms
  • Experience with mobile devices, including iPhone and iPad
  • A+ certification
  • Microsoft Office Specialist (MOS) certification

Desired Qualifications and Experience:

  • Prior Help Desk experience
  • Prior ticketing experience, such as ServiceNow or Remedy
  • Ability to write clear, concise documentation
  • Ability to provide excellent customer service in person, over phone, through email, and using remote tools
  • Ability to script using batch, PowerShell, or Bash
  • Endpoint management experience
  • Jamf, SCCM, and MDT
  • MDM experience (iOS and Android)
  • Certifications: ACSP, Network+, Security+, MCSA, MCP/MTA
  • Experience working at NIH

Attributes for Success: 

  • Strong written and verbal communication skills
  • Focus on customer service
  • Desire to work in a team environment
  • Strong work ethic
  • Ability to balance a heavy workload while maintaining high standards

Summary:

  • Position is for full time employment with GDIT
  • Work schedule is Monday - Friday
  • Shift schedule will be between core hours of 7:00 am – 6:00 pm to ensure customer support 
  • Good work life balance
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. 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.','industry