Deskside Support Technician

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.

• 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, Big Fix, Trellix ePO, Mobile Iron, and Service Now.
• 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.

• 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, Big Fix, etc.).
• Strong troubleshooting, communication, and customer service skills.
• Experience with Service Now or similar ITSM tools.
• Ability to lift up to 25–40 lbs and work onsite across multiple NIH buildings.

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

• 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.