SRA International, Inc., A CSRA Company Help Desk and Customer Support Specialist in Bethesda, Maryland

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Public Trust

Job Family:

Customer Support

Job Description:

GDIT has an opportunity for an experienced Systems Monitoring/ Tier II Help Desk Specialist to help drive the support of the NIH Clinical Center’s Department of Clinical Research Informatics (DCRI). DCRI is the IT department for the world’s largest hospital dedicated entirely to research.


As the largest pure-play IT services provider serving the U.S. government sector, GDIT is where you can come to be successful. Join a collaborative team, solving customer issues and accessing an array of resources for your success.

This position is in support of the NIH Clinical Center’s Department of Clinical Research Informatics (DCRI). The Systems Monitoring/ Tier II Help Desk Specialist will support the Data Center while utilizing general troubleshooting skills to assist users, support desktop services and network infrastructure at the OS Windows level. GDIT is proud to be an integral part of the team that helps run the IT functions of the hospital at the NIH.

Job Responsibilities and Functions:

  • Provide on-site technical support for desktop computers and peripherals in a cross platform environment

  • Provide desktop support by visiting users and troubleshooting their laptop, desktop and application issues and resolution

  • Support will include troubleshooting, repair, and installation of hardware, software, operating systems for Mac & Windows, patch management and application level troubleshooting

  • Provide support of client computing hardware; including, but not limited to hard drive, memory, and peripheral connections

  • Provide support for mobile devices, including Blackberry, iPhone and iPad

  • Setup and configure workstations to be used in diverse environments, while adhering to security requirements and institute directives

  • Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, mobile devices, add/removes computers, users to domain and File and Print sharing

  • Support setting up of conference rooms

  • Provide assistance to clients for general operation of standard supported COTS software and custom software of NIH

  • Provide Systems Monitoring/ Tier II Help Desk Specialist to conduct physical walk-through of data center to check for irregularities and log findings and ensure reliable, continuous availability of all systems through monitoring of the computer and network equipment

  • Consult with clients and team members to provide hardware and software recommendations

  • Work within help desk ticketing system to document all work performed and communication with clients

  • Deliver weekly and biweekly reports to supervisor; project based communications as required

Required Qualifications and Experience:

  • BS in a related field and two years related experience or a Masters or an equivalent combination of experience and education.

  • Minimum two years experience with Windows 7/10 and Mac OS X 10.6/7/8/9/10/11 in an Active Directory enterprise environment

  • Minimum two years experience with MS Office 2013 and other Office products.

  • Minimum two years Network related TCPIP, DHCP, DNS, WINS, LDAP and knowledge of LAN/WAN

  • Minimum of one year general Network, Operating Systems, Hardware troubleshooting skills

  • Minimum of two years experience user support at Tier 1 & Tier 2 level as required to resolve issues

  • Minimum of two years experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms

  • Experience with mobile devices, including Blackberry, iPhone and iPad

Desired Qualifications and Experience:

  • Prior Help Desk experience

  • Prior ticketing experience, such Service Now or Remedy

  • Ability to write clear, concise documentation

  • Experience with Audio Visual and Conference room technical abilities

  • Ability to provide excellent customer service in person, over phone, through email, and using remote tools

  • MDM experience (Blackberry, iOS, Android, Microsoft)

  • Certifications: CompTIA, A+, Network+, Security+ Experience working at NIH

Attributes for Success:

  • Strong written and verbal communication skills

  • Desire to work in a team environment

  • Strong attention to detail

  • Strong work ethic


  • Position is for full time employment with GDIT

  • Work schedule is Monday - Friday

  • Flex schedule will be between core hours of 9:00 AM – 4:00 PM to ensure customer support

  • Work location will be NIH Campus (metro accessible via Medical Center stop).

  • Good work life balance

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA MD Bethesda - 6701 Democracy Blvd (MDC029)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.