Deskside Support Technician

Type of Requisition:
Pipeline

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
NACI (T1)

Job Family:
SCA

Job Qualifications:

Skills:
IT Service Management Tools, ServiceNow Platform, Troubleshooting
Certifications:
None
Experience:
2 + years of related experience
US Citizenship Required:
No

Job Description:

Deskside Support Technician (Tier 2 Support)

GDIT is seeking a Deskside Support Technician to provide Tier 2 technical support for NIH users in a fast-paced research and scientific environment. This role delivers hands-on support for endpoint devices, resolves complex technical issues, and ensures high-quality service in alignment with customer satisfaction goals and established SLAs. The Technician works onsite and supports day-to-day IT operations across the NIH campus.

How a Deskside Support Technician will make an impact:

• Provide onsite Tier 2 support for Windows 11, macOS, Linux/UNIX, iOS, and Android devices.
• Troubleshoot and resolve issues for desktops, laptops, mobile devices, and peripherals (printers, scanners, monitors, docking stations).
• Install software, deploy hardware, and support device configurations.
• Use enterprise tools including Intune, JAMF, BigFix, Trellix ePO, MobileIron, and ServiceNow.
• Diagnose incidents, document actions clearly, and complete After-Action Reports when required.
• Maintain ≥95% accuracy in asset and software inventories.
• Support basic network troubleshooting (VPN, Wi-Fi, connectivity, network printers).
• Meet or exceed SLAs for incident resolution, installations, hardware deployment, and outage assessment.
• Provide professional, customer-focused service to users of all technical levels.

WHAT YOU'LL NEED TO SUCCEED

• Associate's degree in IT, Computer Science, or related field, or equivalent technical training (trade school, bootcamp, military experience)
• 2-4 years of related IT support experience with imaging / deploying PCs, troubleshooting Windows and basic networking

• Working in ticketing systems and with end users in person

• Experience supporting enterprise endpoints across multiple operating systems.
• Familiarity with device management systems (Intune, JAMF, BigFix, etc.).
• Strong troubleshooting, communication, and customer service skills.
• Experience with ServiceNow or similar ITSM tools.
• Ability to lift up to 25-40 lbs and work onsite across multiple NIH buildings.

Preferred

• Prior experience in federal, research, or healthcare environments.
• Technical certifications (CompTIA A+/Network+/Security+, Apple, Microsoft, JAMF).

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.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA MD Bethesda

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.

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.

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