General Dynamics Information Technology Technical 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:

General Dynamics Information Technology and CSRA have united to create the premier provider of high-tech IT solutions to the government IT market. Together as General Dynamics Information Technology, we deliver cost-effective, next-generation IT solutions and services to the Department of Defense, the intelligence community and federal civilian agencies as they modernize their information systems.

GDIT is currently seeking a Technical Support Specialist (NLM Desktop team) in Bethesda, MD to join our team. In this role you will be a change agent by working as an integral member of the Desktop Support Team at the National Library of Medicine (NLM) to provide outstanding customer support to its users and staff. NLM's mission is to be the nation's primary library supporting biomedical schools across the US.

Task and responsibilities in this role include, but are not limited to the following:

  • Provide phone, email and in-person customer support to users in the areas of email, standard Windows desktop applications and customized applications developed for/by the NLM staff.

  • Perform first-line support to determine service interruptions for desktop hardware, peripherals, and software applications.

  • Escalate unresolved problems to expedite resolution.

  • Be very patient and provide great customer service, ensuring strong verbal and written communication with users

  • Work independently and with a team.

  • Perform as a technical specialist and diagnostician responsible for troubleshooting, problem solving, and maintaining enterprise desktops and other small systems. Responsible for all aspects of small systems configuration, performance, and operation.

  • Utilize strong technical experience that includes: maintenance, repair, upgrades, enhancements, and configuration of hardware, software and operating systems in an inter-networked environment.

  • Utilize experience with desktop standards, desktop management, software deployment, systems administration, and data integrity and recovery.

  • Provide broad direct contact and work with users of all levels, IT Service Center staff, network and other technical staff requires excellent interpersonal and written English communication skills.

  • Projects may include participation in forming or reviewing desktop/network plans, strategies, and analysis. Participates in and may lead efforts to evaluate, test and introduce new technology and approaches.

  • Plan and execute tasks in conjunction with other system managers and Government staff. Reviews, maintains and enforces approved procedures and quality standards.

  • Position is for full time employment and will be based at the client site NIH Main Campus in Bethesda, MD. This current opening will work Monday - Friday daytime shift.

To qualify, you must meet these basic qualifications:

  • AA or the equivalent and three years related experience

  • 4+ years full-time technical experience with troubleshooting interconnected small systems

  • 2+ years of full-time experience troubleshooting Microsoft Windows 7 and or Windows 10 Professional

  • 2+ years of full-time experience supporting client configuration, administration and network access in the Windows 7 and 10 environments

  • Experience with the installation, configuration and use of a wide range of COTS desktop and network software, and COTS desktop hardware being used at NLM. Formal training in these topics is a plus

  • Demonstrated ability to perform complex technical analysis, work effectively as part of a team, and communicate effectively with team members, other teams, managers and Government personnel.

  • Demonstrated ability to communicate orally and in writing and a positive customer service attitude.

  • Certifications: A+ certification, MCSA and/or MCP/MTA is required to have current or obtain within 6 mo. An MCSE is acceptable in lieu of an MCSA.

It would be great if you also had:

  • Experience in both Microsoft and Apple environments

  • An MCSE, CCNA and Apple hardware certifications, as well as other industry-recognized certifications appropriate to NLM equipment and services.

  • Experience with Unix

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. 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.

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA MD Bethesda - 9000 Rockville Pike (MDC039)

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.