Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Suitability:

No Suitability Required

Public Trust/Other Required:

NACI (T1)

Job Family:

Help Desk

Job Description:

GDIT is seeking a Tier II Deskside Technician experienced with MacOS and Windows to support the National Institutes of Health (NIH) Center for Information Technology (CIT) client in Bethesda, MD.

This position requires a regular on-site presence with the possibility of some remote work with manager approval. You must be able to work flexible schedules between the core hours of 6:00 am to 6:00 pm Monday through Friday. You must be able to travel between buildings across a large campus.

RESPONSIBILITIES AND DUTIES:

Provide support and troubleshooting to MacOS and Apple products in a government enterprise environment, including encryption technology, such as Filevault and application servicing (JAMF)
Perform setup and troubleshooting of Windows machines
Perform root cause analysis of problems and provide manager with implementation plans of workarounds and solutions for network protocols and security, IT infrastructure, and basic services
Use Terminal to perform actions for setup and troubleshooting
Collaborate with Engineering and Security teams on IT projects and implementations, including review of new technologies, vulnerability remediation and security patching activities
Maintain and build lines of communication and relationships with technical and non-technical departments within CIT, NIH, and other government agencies
Provide customer service, while serving as a technical expert and liaison to NIH clients and contract staff
Perform routine Tier II deskside support functions, such as device management and imaging, configuration, set-up and installation, application, network and account management, media sanitization and device wiping, inventory tracking and surplus, group policy and AD changes, virtual machine (VM) configuration
Walk through features and troubleshoot cloud applications, MDM software, conferencing applications, and other third-party software and technologies used by NIH with customer
Utilize ServiceNow to track, manage, and document your workload
Manage task assignments, ensuring that the technical solutions and assigned project schedules are successfully completed in a timely manner

REQUIRED QUALIFICATIONS AND SKILLS:

AA/AS (or equivalent) and minimum of five years of experience
Minimum of three years of experience providing Tier 2 support for Mac and Windows
Solid understanding of MacOS and Apple systems, including use of Terminal, Filevault, and JAMF
Solid understanding of Windows OS systems and Office 365
Experience with Android and IOS mobile device set up and configuration
Strong knowledge of network protocols, IT infrastructure and services, such as TCP/IP, static IP and DHCP, DNS, NAC, LAN, WiFi, Group Policy, Microsoft Registry, Active Directory
Excellent writing skills for documenting tickets, tracking, and closing tickets
Excellent customer service experience
Ability to move and lift computers, printers, monitors, and other hardware

DESIRED QUALIFICATIONS AND SKILLS:

Previous or current NIH experience
Experience working in a government enterprise environment
ServiceNow experience
Certifications, such as ITIL v4, HDI, ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security+, or JAMF

ATTRIBUTES FOR SUCCESS:

Excellent verbal and written communication skills
Good problem analysis and resolution skills
Excellent interpersonal skills

#GDITFedHealthJobs

#GDITFedHealthjobs-NIH

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Onsite

Work Location:

USA MD Bethesda

Additional Work Locations:

COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, 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.