VIP Support Technician

REQ#: RQ192754 Public Trust: NACI (T1) Requisition Type: Pipeline Your Impact

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 Description

VIP 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 support
• Work 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 solutions
• Manage multiple IT projects and rebalancing prioritizations in an ever-changing government enterprise environment
• Provide 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 management
• Reaching 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 agencies
• Provide technical process review and evaluation to ensure that technical processes are aligned with the current NIH/CIT environment
• Write SOPs and technical documents including ticket templates and forms
• Escalate any customer support, support or process issues to management for review and correction/mitigation
• Create 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 manually
• Ability to understand technical vision and communicate it to both technical and non- technical parties
• Ability 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 Intune

Desired Skills and Experience:

• ITIL certification preferred.

Security Clearance Level:

• Ability to obtain and maintain an NIH Public Trust clearance

Location:

• 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

Work Requirements

Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

ITIL - PeopleCert

Travel Required

None

Salary and Benefit Information

The likely salary range for this position is $68,297 - $92,403. 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.
View information about benefits and our total rewards program.

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.