TSS Help Desk Support Analyst
Customer Service
IT Help Desk
IT Troubleshooting
REQ#: RQ143356
Public Trust: BI Full 6C (T4)
Requisition Type: Regular
Your Impact
Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.
Job Description
Transform technology into opportunity as a Help Desk Support Analyst 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.
Our work depends on a Help Desk Support Analyst joining our team to support the Department of Education (ED) Pivot-I Program. The ED is undertaking modernization of their environment and support, and GDIT will provide technical support and services for ED on this new modernization effort. Join GDIT and be a part of the team of men and women supporting education in one of the most exciting service desk modernization programs as a Help Desk Support Analyst at our Bossier City, LA. location.
HOW A HELP DESK SUPPORT ANALYST WILL MAKE AN IMPACT
- Resolving technical problems and 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 specialist when appropriate
- Maintaining and updating records and tracking databases
- Alerting management to recurring problems and patterns of problems
WHAT YOU’LL NEED TO SUCCEED:
Education: High School Diploma or equivalent
Required Experience: 1 or more years of related help desk experience
Required Technical Skills:
- Ability to diagnose and troubleshoot end-user hardware and software issues
- HDI-SCA certification (or ability and willingness to obtain w/i 60 days of hire)
- CompTIA certification (or ability and willingness to obtain w/i 90 days of hire)
- ITIL Foundations v4 certification (or ability and willingness to obtain w/i 180 days of hire)
Required Skills and Abilities:
- Experience in a fast-paced call center or service desk environment
- Excellent customer service skills - written and verbal
Preferred Skills:
- Associate's degree in Computer Science or related discipline
- ServiceNow, PowerShell, Active Directory
Location: Onsite
- Must be a Louisiana resident, within a 60 mile radius of our Bossier City facility, and willing to commute to the office as required
U.S. Citizenship Required
- Must be able to obtain a Department of Education Public Trust 6C
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 certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holidays
Work Requirements
1 + years of related experience
* may vary based on technical training, certification(s), or degree
CompTIA - IT Fundamentals - CompTIA
HDI Support Center Analyst (HDI-SCA) - Help Desk Institute
ITIL Foundation - ITIL
None
U.S. Citizenship Required
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.
COVID-19 Vaccination
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.