Technical Help Desk Agents, Barbourville, KY

Clearance Level
None
Category
SCA
Locations
Not Applicable, Kentucky
Barbourville, Kentucky

REQ#: RQ62969

Travel Required: None
Public Trust: Other
Requisition Type: Pipeline

General Dynamics Information Technology is looking for Technical Helpdesk Agents for the Department of Veterans Affairs (VA) Enterprise Service Desk Program in Barbourville, KY

 GDIT has opportunities for motivated, customer service oriented professionals to support the Department of Veterans Affairs (VA) Enterprise Service Desk Modernization Program. The VA is undertaking an enterprise-wide migration of its IT infrastructure and support solution across its 1,600 CONUS and OCONUS locations. GDIT will provide technical services for VA on this new managed services program. Join GDIT and be a part of the team of men and women supporting our Veterans in one of the most important enterprise service desk modernization programs! #KYCSR.

JOB DESCRIPTION:

  • Resolving  technical problems
  • Answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. 
  • Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records. 
  • Routing calls to product line specialists, application, or system support specialists, as required. 
  • Maintaining and updating records and tracking databases. 
  • Alerting management to recurring problems and patterns of problems.

QUALIFICATIONS & SKILLS

REQUIRED

  • AA or equivalent
  • Good communication and interpersonal skills
  • Familiarity with MS Product Suite from technical side
  • Demonstrated Problem Analysis skills

Preferred:

  • US Citizenship required per federal contract - must be able to obtain and maintain government security clearance
  • Customer service experience
  • Ideal candidate will have experience resolving technical problems to include:
  • Serving as the first point of contact for customers seeking technical assistance over the phone or self-service portal
  • Performing remote troubleshooting utilizing documented knowledge articles and asking pertinent probing questions
  • Walking the customer through the problem-solving process to resolution
  • Escalating unresolved issues to the next level of support personnel     

ATTRIBUTES FOR SUCCESS:

To succeed as a candidate and within this role, you will need to:

  • Demonstrate a positive, can-do attitude, with an ability to stay focused on solving the issues at hand, and a communication style that is patient and respectful
  • Embrace and follow established processes

     

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

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.