IT Service Desk Agent

Req ID: RQ225422

Type of Requisition: SCA

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: NACI (T1)

Job Family: SCA

Skills:

IT Service Desk,Phone Support,ServiceNow Ticketing System

Experience:

3 + years of related experience

Job Description:

IT Service Desk Agent

GDIT is currently seeking an IT Service Desk Team Lead in Bethesda, MD to join our team. In this role you will be expected to provide excellent IT phone support for the National Institutes of Health (NIH). Expertly handle customer requests for IT assistance. Personal dedication to customer service is a must. Process Incidents and Service Requests (ServiceNow). Concentrate on resolution at lowest level while providing excellent support and follow up for cases referred to escalated support tiers. Able to successfully work as part of a multi-vendor and government employee team dedicated to the proactive support of the NIH user community. Work successfully and contribute positively to the team environment.

HOW THE IT SERVICE DESK AGENT WILL MAKE AN IMPACT

• Respond to requests for help, via the phone and web

• Diagnose and resolve technical hardware and software issues via phone and remote access tools

• Research questions using available resources

• Advise customers on appropriate actions towards resolution

• 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 groups

• Stay current with Bulletin Boards, IT Service Alerts, and system changes

• Suggest training needs and opportunities

• Suggest knowledge needs and opportunities first contact resolution

• Promote teamwork and skill-sharing

• Record your time daily

• Must adhere to your scheduled shift times and manage breaks and lunch times according to schedule

WHAT YOU’LL NEED TO SUCCEED

Required Skills

• Associates degree or the equivalent and 3 years’ relevant experience.

• ServiceNow experience

• Email Support Skills

• Microsoft O365 Support Skills

• VPN Support Skills

• Active Directory Skills

• Basic Network Troubleshooting Skills

• Knowledge of Windows and Mac Operating Systems

• Mobile Device Troubleshooting Skills (iOS, Android)

• Excellent customer service skills

• Excellent oral and written communication skills; with attention to detail

• Excellent learning and problem-solving skills

• Must be able to generate, embrace, and endorse positive change

Preferred

• Working experience supporting Apple OS and iOS

• Mobile Device Management Support

• ITIL Certification

• HDI Certification

Security Clearance

• Ability to obtain and maintain an NIH Public Trust clearance

Location

• Bethesda, MD (onsite with potential hybrid schedule)

GDIT IS YOUR PLACE

• Full-flex work week to own your priorities at work and at home

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you build your skills and own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and 10 company-paid holidays

OWN YOUR OPPORTUNITY

Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.

The likely hourly rate for this position is between $30.44 - $41.18. 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.

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.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans