Vip Support Technician

Today
- Public Trust
- Unspecified
- None
** (ON-SITE/OFFICE)**

**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**:

- 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...
- 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