Technical Help Desk Professional

Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure?  Can you thrive in a highly structured environment, while working with some of the most cutting-edge technologies as you provide service/help desk support for a knowledge-based help desk? 

General Dynamics Information Technology is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of State service desk and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions.  This position will diagnose, resolve application issues, provide an appropriate solution, and provides timely resolution of incidents, or escalation on behalf of the customer to ensure their satisfaction.  You will respond to queries either in person or over the phone, email, IM messages (IM), or voicemail messages for customers seeking assistance.

RESPONSIBILITIES:

• Assist and support end-users with technical issues and questions related to software systems and applications to include but not limited to, MS Operating Systems, Microsoft Office 365 and specialized DoS applications via multiple support channels including phone, email, chat sessions, web forms, and other communication methods available
• Create, modify, delete and edit distribution lists, shared mailboxes and the global address list via Active Directory
• Manage user accounts and group memberships via Active Directory as well as shared drive permissions to ensure accurate recording of work performed according to business processes and standard operating procedures (SOP)
• Apply basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles

• Monitor shared inboxes process file transfers, and create support tickets

• Review and provide updates for knowledge articles and work instructions to management and end-users according to service level guidelines

• Ensure positive customer experiences through utilization of your customer service skills
• Hone and develop your communication skills while interacting with diverse audiences
• Utilize your time management skills to adhere to contact center scheduling, including lunch and breaks while you thrive in a high energy, fast paced environment
• May coach and mentor other teammates and peers in your area of expertise

QUALIFICATIONS:

You MUST have:

• High School Diploma plus 5 years of related experience, AA/AS plus 3 years related experience or BA/BS plus 1 years related experience
• Active Top Secret Clearance
• Must work on location at our state of the art facility in Beltsville, MD
• Ability to work in a team environment under remote supervision on any shift during a 24/7/365 operation
• Intermediate level of technical experience with Active Directory, Exchange 365 Administrator, ServiceNow or other ticketing system, Microsoft Windows O/S and MS Product suite
• Demonstrated experience utilizing root cause analysis skills

Even better if you have:

• CompTIA A+, Any ITIL or HDI certification
• Demonstrated experience providing remote support via remote tools

Applying for a career in GDIT’s Engagement Center is as easy as 1…2…3.   To learn more about GDIT’s Help Desk or Call Center positions and our candidate application process please call 833-GDIT-123.

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