Req ID: RQ225803
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: NACI (T1)
Job Family: Program Instruction Support
Skills:
Training and Development,Training Needs Assessment,Training Techniques
Experience:
3 + years of related experience
Job Description:
IT Service Desk Training Specialist
Overview
GDIT is seeking an IT Service Desk Training Specialist as part of the larger National Institutes of Health (NIH), Center for Information Technology (CIT) program. The training specialist is responsible for designing, delivering, and maintaining training programs that ensure Service Desk staff provide high-quality, consistent support to NIH users. This role develops onboarding and continuing education curricula, works closely with technical and operational stakeholders to keep materials current with NIH CIT standards and technologies, and monitors training effectiveness through performance metrics, quality reviews, and staff feedback.
How an IT Service Desk Training Specialist will make an impact:
Training Design and Delivery
Develop and maintain structured training programs for IT Service Desk staff (new hire onboarding, cross-training, refresher training, and advanced/role-specific training).
Create training materials including slide decks, job aids, quick reference guides, process flow diagrams, knowledge base articles, and e-learning modules.
Conduct instructor-led training (virtual and in-person) on:
NIH CIT tools, systems, and applications
Service Desk procedures and escalation paths
ITIL-aligned incident, request, and problem management processes
Customer service, communication, and professionalism
Create and manage new hire training schedules.
Facilitate role-plays, simulations, and hands-on labs to build practical Service Desk skills.
Knowledge Management & Documentation
Collaborate with technical teams and Service Desk leadership to ensure knowledge base content is accurate, up-to-date, and easily consumable.
Translate complex technical information into user-friendly documentation and step-by-step procedures.
Establish and promote standards for ticket documentation, troubleshooting workflows, and use of scripts.
Support continuous improvement of knowledge articles based on ticket trends and feedback from analysts.
Performance & Quality Improvement
Monitor training effectiveness using:
Call/ticket metrics (AHT, FCR, SLA achievement)
Quality assurance reviews
Customer satisfaction surveys and feedback
Identify skill gaps and create targeted development plans for individuals and teams.
Provide coaching and mentoring to Service Desk analysts and leads to improve technical proficiency and soft skills.
Partner with supervisors to integrate training outcomes into performance evaluations and development goals.
Stakeholder Collaboration
Work with CIT Service Desk management, service owners, and engineering teams to:
Understand upcoming changes, new services, and major releases
Plan training and communication for new initiatives and system updates
Ensure training aligns with NIH policies, security requirements, and compliance standards.
Participate in meetings, walkthroughs, and change management activities to anticipate training needs.
Reporting & Administration
Maintain training schedules, attendance records, and completion tracking in appropriate systems.
Develop reports and summaries on training activities, outcomes, and recommendations.
Support onboarding processes by coordinating with HR/contract management and Service Desk leadership to integrate training into new hire timelines.
What you'll need to succeed:
Bachelor's degree in information technology, Computer Science, Education, Communications, or related field; or equivalent experience.
Experience (typically 3-5+ years) in:
IT Service Desk or Help Desk role (analyst, lead, or supervisor), and
Training, instructional design, or technical coaching in an IT support environment.
Strong understanding of:
Customer Service Excellence
End-user support practices
Ticketing systems (e.g., ServiceNow, Remedy, or similar ITSM tools)
Common enterprise technologies (Windows, macOS, mobile devices, VPN, email, collaboration tools).
Demonstrated ability to design and deliver effective technical and soft-skills training to diverse audiences.
Excellent verbal and written communication skills, including presenting complex information clearly and concisely.
Preferred Qualifications
Experience supporting federal or biomedical research environments, especially NIH.
Familiarity with NIH CIT services, infrastructure, and support models (e.g., NED, NIH network, standard desktop configurations, collaboration platforms).
HDI Trainer certification.
ITIL Foundation certification or similar IT service management training.
Experience with e-learning tools (e.g., Articulate, Captivate, or LMS platforms).
Prior experience in quality assurance, coaching, or workforce management in a contact center or service desk.
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.
The likely salary range for this position is $63,312 - $85,658. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
