Service Desk Technician - TS/SCI with Polygraph

Public Trust: None

Requisition Type: Regular

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

Transform technology into opportunity as a Service Desk Technician with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Service Desk Technician you will help ensure today is safe and tomorrow is smarter. Our work depends on Service Desk Technician joining our team to improve overall customer satisfaction.

HOW A SERVICE DESK TECHNICIAN WILL MAKE AN IMPACT

• Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
• Provides frontline support and act as the primary point of contact for large Government organization with diverse customers.
• Provides the highest quality customer care with every interaction. Require effective customer services skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes.
• Supporting a 24x7 world-class service center
• Provides first level support for inbound incidents and Service Requests
• Provide frontline phone and email support related to system and application issues
• High comfort level working with technology at a fast pace
• Ability to quickly route issues according to issue type and severity
• Good communication skills over the phone
• The ability to multi-task, specifically focused with creating support tickets in a web-based and troubleshoot while speaking to someone on the phone
• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
• Communicates promptly on progress.
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
• Documents resolutions and updates self-help and staff knowledge bases.
• Alerts management to recurring problems and patterns of problems
• Participates in special projects as required.

WHAT YOU’LL NEED TO SUCCEED:
● Education: Associates of Arts/Associates of Science or the equivalent combination of education, technical certifications or training, or work experience.
● Required Experience: 3+ years of related experience in helpdesk support and or networking

● Required Technical Skills: Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
● Security Clearance Level: TS/SCI with Polygraph
● Required Skills and Abilities:

• Ability to work rotating shift-work

  Shift schedule - needs to be flexible to support 24x7, 365 days. (possible shifts 6am-2pm, 2pm-10pm, 10pm-6am)

• Degree or equivalent work experience
• Experience working with helpdesk ticketing tools and knowledge base resources
• Experience troubleshooting Microsoft Desktop Operating Systems
• Experience with server and or desktop virtualization
• Experience with networked storage

● Preferred Certifications:

• CompTia Security+
• HDI Customer Help Desk Analyst
• Microsoft Office Specialist

● Location: On Customer Site
● US Citizenship Required

GDIT IS YOUR PLACE:
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from

Work Requirements

Years of Experience

3 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

CompTIA - Security+ - CompTIA - CompTIA

Travel Required

None

Citizenship

U.S. Citizenship Required