IT Service Desk Agent

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 (Service Now). 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.

• 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 elevate 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

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

• Working experience supporting Apple OS and iOS
• Mobile Device Management Support
• ITIL Certification
• HDI Certification

Ability to obtain and maintain an NIH Public Trust clearance

• Bethesda, MD (onsite with potential hybrid schedule)

• 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

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