NIH IT Service Desk Agent - Military veterans preferred

General Dynamics Information Technology (



REQ#: RQ42647

Duties and Responsibilities

·        Respond to customer requests for IT assistance via the phone and web

·        Diagnose and resolve technical hardware and software issues

·        Research questions using available resources

·        Advise user on appropriate action

·        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 group

·        Stay current with Bulletin Boards, Hot News, and system changes

·        Suggest training needs and opportunities

·        Suggest knowledge needs and opportunities for the IT Solutions Center (ITSC)

·        Promote teamwork and skill sharing


Required Qualifications and Skills

·        High School diploma and four years relevant experience

·        HDI Support Center Analyst Certification

·        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 & BlackBerry)



Attributes for Success:

·        Excellent verbal and written communication skills

·        Excellent learning skills

·        Excellent customer service skills

·        Excellent problem-solving skills

·        Attention to detail

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. 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.