General Dynamics Information Technology is hiring an IT Service Desk Agent in Bethesda, MD to support the National Institutes of Health (NIH). In this onsite role, you will provide phone and web-based IT assistance, troubleshoot hardware and software issues, and manage incidents and service requests in ServiceNow while following the NIH IT Service Desk Standard Operating Procedure (SOP).
On-Site Support for NIH Users
You will deliver IT phone support for NIH and handle customer requests for technical assistance. Work includes responding to help requests via phone and web, researching questions using available resources, advising customers on appropriate next steps toward resolution, and collaborating within a multi-vendor and government employee team focused on proactive support.
Incident and Service Request Management
The role includes processing incidents and service requests in ServiceNow. You will concentrate on resolving issues at the lowest practical level, while providing follow-up for cases referred to escalated support tiers. You are expected to log ALL phone and web contacts, document each interaction and resolution completely, and identify and escalate incidents or problems requiring urgent attention to the appropriate groups.
Technical Troubleshooting and Resolution
Support responsibilities include diagnosing and resolving technical hardware and software issues using phone support and remote access tools. You will troubleshoot commonly encountered user issues across operating systems and devices, including Windows and Mac environments, and you will apply knowledge to help drive accurate resolution.
Process, Documentation, and Operational Practices
Following the NIH IT Service Desk SOP is required. You will stay current with Bulletin Boards, IT Service Alerts, and system changes. The position also includes suggesting knowledge needs and opportunities to support first-contact resolution, recommending training needs and opportunities, promoting teamwork and skill-sharing, and recording your time daily. You must adhere to scheduled shift times and manage breaks and lunch times according to the schedule.
Required Qualifications
- Associates degree (or equivalent) and 3 years of 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
- Ability to generate, embrace, and endorse positive change
- Ability to obtain and maintain an NIH Public Trust clearance
Key Technologies
- ServiceNow
- Microsoft O365
- VPN
- Active Directory
- Windows
- Mac Operating Systems
- iOS
- Android
Preferred Experience
- Working experience supporting Apple OS and iOS
- Mobile Device Management support
- ITIL Certification
- HDI Certification
Location and Work Schedule
This position is based in Bethesda, MD and is onsite, with potential for a hybrid schedule. Travel is less than 10%, and may vary based on technical training, certification(s), or degree.
Compensation and Benefits
The likely hourly rate for this position is $30.44 - $41.18 (USD 30 - 41 per hourly).
- 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
- Paid vacation and 10 company-paid holidays
- Full-flex work week to own your priorities at work and at home
- Cutting-edge technology you can learn from
Security and Clearance Information
- Clearance Level: None
- Public Trust: NACI (T1)
- Security Clearance: Ability to obtain and maintain an NIH Public Trust clearance
Position Details
- Category: SCA
- Requisition Type: Pipeline
- Years of Experience: 3+ years of related experience
