SRA International, Inc., A CSRA Company Desktop Support Specialist for Mac and Windows Environment in Rockville, Maryland

Clearance Level Must Currently Possess:

Public Trust

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Public Trust

Job Family:

Customer Support

Job Description:

GDIT is seeking a Desktop Support Specialist with Mac and Windows expertise to provide a variety of hands on technical support and exceptional customer service for the National Human Genome Research Institute (NHGRI) within the National Institutes of Health (NIH).

Our team of about 12 Desktop Engineers supports approximately 900 users at NHGRI and works alongside other GDIT staff who provide Scientific Systems Engineering, Infrastructure/ Datacenter Operations and Program Management support.

Job Responsibilities and Functions:

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

  • Support will include troubleshooting, repair, and installation of hardware, software, and operating systems for Mac and Windows

  • 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, and mobile devices

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

  • 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

  • Prepare equipment for surplus, including secure removal of data

  • Deliver monthly reports to supervisor; project based communications as required

Required Qualifications and Experience:

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

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

  • One year experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms

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

  • A+ certification

Desired Qualifications and Experience:

  • Prior Help Desk experience

  • Prior ticketing experience, such ServiceNow or Remedy

  • Ability to write clear, concise documentation

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

  • Ability to script using batch, PowerShell, VBS, Bash, and/or Perl

  • Endpoint management experience

  • Absolute Manage, Casper, SCCM and Altiris

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

  • Certifications: ACSP, Network+, Security+, MCSA, MCP/MTA

  • Experience working at NIH

Attributes for Success:

  • Strong written and verbal communication skills

  • Focus on customer service

  • Desire to work in a team environment

  • Strong work ethic

  • Ability to balance a heavy workload while maintaining high standards


  • Position is for full time employment with GDIT

  • Work schedule is Monday - Friday

  • Flex schedule will be between core hours of 7:00 am – 6:00 pm to ensure customer support

  • Work location will altennate between Fisher's Lane in Rockville, MD (metro accessible via Twin Brook stop) and the 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 Rockville - 5635 Fishers Ln, Ste 1400 (MDC145)

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.