Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.
Job DescriptionVIP Support Technician
Seize your opportunity to make a personal impact as a VIP Support Technician supporting the NIH. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.
At GDIT, people are our differentiator. As a VIP Support Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a VIP Support Technician joining our team to analyze design, develop, implement, and support code, working under limited supervision.
GDIT is currently seeking a VIP Support Technician in Bethesda, Maryland to join our team. In this role you will be a change agent by supporting the National Institutes of Health to help ensure the success of the NIH mission.
Task and responsibilities in this role include, but are not limited to the following:
Provide technical guidance and act as a point of escalation for a team of Senior, Mid-Level and Junior Tier 2 support agents and Service Delivery Managers in conducting root cause analysis of problems, implementing workarounds or solutions for complex incidents and requests, reviewing new technologies and applications, etc…Act as a liaison between Deskside and Engineering in escalations ensuring that all processes have been followed and documented and requirements or an overview of the issue(s) is presented clearly to Tier 3 supportWork collaboratively with Engineering, Network Services and other IT Infrastructure groups including attending regular technical discussion meetings, working sessions, and tag-ups and be able to contribute to discussions of solutionsManage multiple IT projects and rebalancing prioritizations in an ever-changing government enterprise environmentProvide training, mentoring and guidance while ensuring standard operating procedure and policies are understood and followed by the deskside team, identify and report gaps in skills and learning to managementReaching out to and helping establish relationships with manufacturers and vendors for technical guidance as well as incident and or problem resolutions…Maintain and build upon lines of communication and relationships with various technical and non-technical departments within CIT and NIH as well as other government agenciesProvide technical process review and evaluation to ensure that technical processes are aligned with the current NIH/CIT environmentWrite SOPs and technical documents including ticket templates and formsEscalate any customer support, support or process issues to management for review and correction/mitigationCreate service health reports in ServiceNow, PowerBI, Excel, etc�� for management and customers that monitor SLA compliance, workload, work distribution, aged tickets, etc…Act as a queue manager to distribute tickets and projects equitably and balance daily workloads…Provide excellent on-site and/or remote assistance to customers and colleagues pertaining to imaging, maintenance, configuration, troubleshooting, and repair of IT configuration items and assets; application and access management support; support for Windows OS, MacOS and Linux systems; support for VMWare, virtualized desktops, Citrix and Bomgar tools; support for Office365 on Windows and MacOS systems; VoIP and telecom applications and equipment…Using ServiceNow to document and review solutions in a clear and accurate manner so that resolutions are pushed to the lowest level.Responsible for management of specific task assignments, ensuring that the technical solutions and assigned schedules are successfully completed in a timely manner.REQUIRED SKILLS & EXPERIENCE:
5 years of demonstrated experience providing technical support to high-level executives, troubleshooting a wide range of hardware, software, and network issue.Experience managing and administering Windows and Mac systems, to include workstations and mobile devices.Experience complying with security standards to include managing patches, updates, and antivirus solutions manuallyAbility to understand technical vision and communicate it to both technical and non- technical partiesAbility to make quick decisions and resolve complex technical problems efficiently in a high-pressure environment.Experience managing mobile devices using Mobile Device Management platforms such as JAMF, BigFix, or IntuneDesired Skills and Experience:
ITIL certification preferred.Security Clearance Level:
Ability to obtain and maintain an NIH Public Trust clearanceLocation:
Bethesda, MD (Position is onsite with potential for hybrid work schedule)
GDIT IS YOUR PLACE:
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you 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 holidays