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 Help Desk Specialist to provide in depth troubleshooting across a wide range of technologies to support the National Institutes of Health (NIH) Center for Information Technology (CIT). This position will support the NIH customers by phone and remote access. The ideal candidate will have strong customer service and communication skills, as well as IT technical expertise. 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. Position is primarily remote with occasional travel to customer site in Bethesda, MD as needed. Upon hire the candidate will be required to travel onsite to pick up equipment. Responsibilities: Respond to requests for help, via the phone and web Diagnose and resolve technical hardware and software issues Open, track, and close trouble tickets Provide excellent ticket documentation Research questions using available resources Advise user on appropriate action Follow the NIH IT Service Desk Standard Operating Procedure (SOP) 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 Learn the NIH customer and operating environment Learn ITIL best-practices as currently adopted by the customer Required Skills: Minimum 1 year of experience in Customer Service and/or Service Desk with strong customer service skills HS diploma/GED and minimum of one year relevant 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) Experience supporting Windows and Mac Operating Systems Experience troubleshooting Mobile Devices (e.g. iOS and/or Android) Must have active HDI Support Center Analyst Certification or ability to obtain within one year of hire date Desired Skills: 508 Telecommunication Services Central Email Service (CES) Conference Room Design and Support Content Management System (CMS) Service HHS Federated Messaging Services Instant Messaging Services Secure Email/File Transfer Voicemail Services Web Collaboration Excellent problem-solving skills Attention to detail #GDITFedHealthJobs #GDITFedHealthjobs-NIH The likely hourly rate for this position is between $20.80 - $31.20, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours: 40 Travel Required: None Telecommuting Options: Hybrid Work Location: Any Location / Remote Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. 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. Join our 30,000 everyday heroes. We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real. For more information about GDIT's Privacy Policy, click here: https://www.gdit.com/privacy-policy/notices/