GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can't turn into opportunity. Our work depends on TS/SCI level cleared Tier II Help Desk joining our team to support our Intelligence customer in D.C. Metro area or St. Louis, MO.
Manages and administers complex information technology systems to ensure that system design and operation meets business needs. Provides guidance and experience on a project or program, serves as a team leader, and performs analysis of issues and risks. Provide support for implementation, troubleshooting, and maintenance of the legacy and new Customer systems. Isolate and resolve problems involving the applications, operating system, hardware, communications, other infrastructure, or any combination as needed. Hand-off problem reports to appropriate leads like Amazon/C2S, NGAESC, etc. Provides systems and account administration to support remote system service.
Job Description Summary:
Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routine issues.
Responds to inquiries received through Tier I, phone, mail and/or face-to-face contact by following standard scripts and procedures.
Uses Service+ to track questions and answers as well as enter orders.
Responds to inquiries requiring a written response with the use of standard or form letters.
Must be able to work nights, weekends, and Holidays.
Customer service, call center or help desk experience.
Provides incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
Provides polite and friendly customer service
Resolve a variety of issues at Tier II.
Has a customer first focused approach to solving issues.
Efficiently escalates incidents to higher Tier III when required
Documents incident status and solutions in incident database tools.
Possesses current working knowledge of computers, printers, laptops, and common windows applications
Experience resolving a wide variety of Tier II issues with telephone assist
Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
Possesses comprehensive knowledge of desktop operating systems and applications
4 years of professional experience
Bachelor's Degree in computer science, computer engineering, systems engineering or any related field/major, or 4 additional years of experience in information technology in lieu of degree requirement.
Experience in troubleshooting, maintaining integrity and configuring network components along with implementing operating systems enhancements.
About Our Work
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 does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.