IT Service Desk Agent

GD Information Technology•Bethesda, MD

1d•Hybrid

About The Position

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 (ServiceNow). 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.

Requirements

Associates degree or the equivalent and 3 years’ relevant experience.
ServiceNow 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
Ability to obtain and maintain an NIH Public Trust clearance

Nice To Haves

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

Responsibilities

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 escalate 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

Benefits

Full-flex work week
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
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
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.
Paid parental, military, bereavement and jury duty leave.
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.