Service Desk Technician - TS​/SCI Polygraph

Position: Service Desk Technician - TS/SCI with Polygraph
Responsibilities for this Position

Location:

USA VA Chantilly

Full Part/Time:
Full time

Job Req: RQ215648

Type of

Requisition :

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other

Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Help Desk Support, Problem Solving, Troubleshooting

Certifications:

None

Experience:

3 + years of related experience

US Citizenship

Required:

Yes

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:

* Comp Tia 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…