Deskside Support Technician

General Dynamics Information Technology; Bethesda (MD); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

401K with company match

Health and wellness packages

Paid vacation and holidays

Internal mobility and career growth

Education and certifications

Cutting-edge technology access

Job summary

General Dynamics Information Technology (GDIT) is seeking a Deskside Support Technician to provide Tier 2 IT support for NIH users on the Bethesda campus. You will resolve complex technical issues for Windows, macOS, Linux/UNIX, iOS and Android devices, and perform hardware deployments, software installs, and asset documentation.

You will work onsite, manage incidents in ServiceNow, use Intune and JAMF, maintain asset accuracy, and ensure SLA targets.

Qualifications

• Associate’s degree in IT, Computer Science, or related field (or equivalent training).
• 2–4 years of IT support experience with imaging and deploying PCs.
• Experience with end users in person and ticketing systems.
• Experience supporting enterprise endpoints across multiple OS.
• Familiarity with device management systems (Intune, JAMF, BigFix).
• Strong troubleshooting, communication, and customer service skills.
• Experience with ServiceNow or similar ITSM tools.
• Ability to lift 25–40 lbs and work onsite across NIH buildings.

Responsibilities

• Provide onsite Tier 2 support for Windows 11, macOS, Linux/UNIX, iOS, and Android devices.
• Troubleshoot desktops, laptops, mobile devices, and peripherals.
• Install software, deploy hardware, and support device configurations.
• Use enterprise tools such as Intune, JAMF, BigFix, Trellix ePO, MobileIron, and ServiceNow.
• Document actions and complete After‑Action Reports when required.
• Maintain high accuracy in asset and software inventories.
• Support basic network troubleshooting (VPN, Wi‑Fi, connectivity, printers).
• Meet or exceed SLAs for incident resolution and deployments.

Skills

Windows 11

macOS

Linux/UNIX

iOS

Android

Ticketing systems

Communication

Education

Associate’s degree in IT or related field

Tools

Intune

JAMF

BigFix

Trellix ePO

MobileIron

ServiceNow

Job description

Deskside Support Technician (Tier 2 Support)

GDIT is seeking a Deskside Support Technician to provide Tier 2 technical support for NIH users in a fast-paced research and scientific environment. This role delivers hands-on support for endpoint devices, resolves complex technical issues, and ensures high-quality service in alignment with customer satisfaction goals and established SLAs. The Technician works onsite and supports day-to-day IT operations across the NIH campus.

How a Deskside Support Technician will make an impact:

• Provide onsite Tier 2 support for Windows 11, macOS, Linux/UNIX, iOS, and Android devices.
• Troubleshoot and resolve issues for desktops, laptops, mobile devices, and peripherals (printers, scanners, monitors, docking stations).
• Install software, deploy hardware, and support device configurations.
• Use enterprise tools including Intune, JAMF, BigFix, Trellix ePO, MobileIron, and ServiceNow.
• Diagnose incidents, document actions clearly, and complete After‑Action Reports when required.
• Maintain ≥95% accuracy in asset and software inventories.
• Support basic network troubleshooting (VPN, Wi‑Fi, connectivity, network printers).
• Meet or exceed SLAs for incident resolution, installations, hardware deployment, and outage assessment.
• Provide professional, customer‑focused service to users of all technical levels.

WHAT YOU’LL NEED TO SUCCEED

• Associate’s degree in IT, Computer Science, or related field, or equivalent technical training (trade school, bootcamp, military experience)
• 2–4 years of related IT support experience with imaging / deploying PCs, troubleshooting Windows and basic networking
• Working in ticketing systems and with end users in person
• Experience supporting enterprise endpoints across multiple operating systems.
• Familiarity with device management systems (Intune, JAMF, BigFix, etc.).
• Strong troubleshooting, communication, and customer service skills.
• Experience with ServiceNow or similar ITSM tools.
• Ability to lift up to 25–40 lbs and work onsite across multiple NIH buildings.

Preferred

• Prior experience in federal, research, or healthcare environments.
• Technical certifications (CompTIA A+/Network+/Security+, Apple, Microsoft, JAMF).

Security Clearance

• Ability to obtain and maintain an NIH Public Trust clearance

Location

• Bethesda, MD (onsite with potential hybrid schedule)

GDIT IS YOUR PLACE

• Full-flex work week to own your priorities at work and at home
• 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

OWN YOUR OPPORTUNITY

Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.