IT Service Desk Agent
Listed on 2026-08-19
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
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 Desk, Phone Support, Service Now Ticketing System
Certifications:
None
Experience:
3 + years of related experience
US Citizenship
Required:
No
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 (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.
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 escalated 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.
- 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
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.
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…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).