IT Help Desk Specialist - CDC

Job Description

General Dynamics Information Technology (GDIT) is seeking a Technical Help Desk Support Specialist to join our team supporting the Centers for Disease Control and Prevention (CDC) Service Desk in Atlanta, GA.  In this role, you provide 100% phone support troubleshooting technical problems and advising users on the appropriate action for resolution on a wide range of technologies and issues.  The right candidate will have impeccable attendance, excellent communication skills and be highly skilled in multi-tasking. 

The position is for full time employment and will be based at the clients office at 1777 NE Expressway, Atlanta.  This position will cover the 1st shift, Monday - Friday from around the hours of a 7 - 9 am start and 4 - 6 pm end time.

This role is a temporary role supporting COVID-19 and is funded until 8/31/2021

RESPONSIBILITIES:

• Provide outstanding customer support assistance via phone and email in Windows 7, 10 and MAC environments.

• Take incoming customer requests over the telephone, log calls into the ticket tracking system and resolve the technical issues in a timely manner.

• Meet SLAs in a high volume call center environment.

• Utilize solid MS  Office 2016 application experience to troubleshoot customer issues.

• Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively.

• Perform some network administration tasks, including creating new users, assigning rights, resetting passwords in Active Directory, etc.

• Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone or iOS device, Apple/Mac, Blackberries, etc.

• Troubleshoot other emerging technologies such as Skye for business, Smart Card/CAT card support, SecurID, etc.

QUALIFICATIONS

Required Skills / Experience:

• High School Diploma or GED

• 2+ years of IT related experience troubleshooting hardware and software, and connectivity issues

• Professional customer service skills with the proven ability translate technical findings

• IT Helpdesk/User Support experience to include 100% telephone support for local & remote customers using Windows 10/Office 2016 (preferably in a high volume IT call center environment)

• Familiarity with a SLA driven environment

• Experience troubleshooting Windows 10, MS Office 2016 and strong ability to support MS Outlook

• Experience troubleshooting general networking, wireless , and connectivity problems; and knowledge/experience with remote desktop and VPN.

• Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices such as Android, iPhone or iOS device, Apple/Mac, Blackberries and any new emerging technologies

• Software knowledge/experience with Active Directory, Internet Explorer, and Adobe  

• Knowledge of a Ticketing System

Desired Skills/Experience:

• Knowledge in Citrix, Skye for business, Smart Card/CAT card support, SecurID

• Technical Certifications - such as MS Certified Desktop Support Technician (MCDST) and MS Certified Systems Administrator (MCSA); HDI Customer Support Specialist Certification 9CSS) or HDI Help Analyst Certification (HDA) 

Attributes for Success:

• Highly skilled in multi-tasking

• Excellent communication skills

• Critical thinking skills and ability to troubleshoot

• Impeccable attendance record

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.