Help Desk Specialist - PART TIME & REMOTE - April Start Date!

General Dynamics Information Technology is seeking highly motivated individuals to join our rapidly growing team of part-time Technical Help Desk Specialist in North Carolina.

Employees in this role will manage inbound calls in a fast paced, high energy environment to support a large federal government contract (VA ESDMS) and will be assisting customers by researching technical issues, exploring answers, and providing information and alternative solutions.  If you enjoy computer science and are motivated to help others, you will find this role to be both challenging and rewarding. 

A Day In the Life  

As a Technical Help Desk Specialist at GDIT, you will have the opportunity to learn and grow in your IT career as you:

• Respond to incoming service calls and/or to self-service ticketing queues on behalf of our client to provide accurate and appropriate information

• Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved

• Utilize troubleshooting techniques to resolve hardware, software, and network issues

• Document incident status and solutions in incident database tools

• Diagnose, identify, isolate, and analyze problems utilizing historical database records

• Adhere to established levels of service

• Adhere to established customer service and documentation standards within required time frames

• Adhere to contact center part-time schedule during hours of operation which covers 24 hours a day, 7 days a week

• Perform clerical and/or administrative duties as assigned

SHIFTS/SCHEDULES

Target start date will be in April, but is subject to change :

• Training will be 3 weeks of full-time hours (40 hours for the first 3 weeks, approximately 8a-4p EST)

• Once training is complete, you will begin your part-time schedule

• Part-time employees will be able to work a minimum of 10 hours with the possibility of up to 29 hours per week (no weekends!)

• Scheduled days must include Mondays and Tuesdays with shifts starting between 6am-8am CST

• If Monday is a holiday, required scheduled days will be Tuesday and Wednesday.

REQUIRED QUALIFICATIONS

• High school diploma or G.E.D.

• 1+ years of related customer service and/or help desk experience

• Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth

• Ability to pass a background check and drug test

• Must be able to work Monday & Tuesdays (or Tuesdays and Wednesdays if Monday is a holiday)

• 100% attendance is required during training

• Ability to work remotely and in a quiet area during COVID and willingness to return to the office when the contract requires and/or COVID subsides

PREFERRED QUALIFICATIONS

• Excellent customer service

• AA/AS or equivalent in a related field of study

• Previous experience troubleshooting software and hardware issues (Windows and MAC O/S, internet systems, and networking)

• Previous experience working with a contact center management database

• Previous experience working with a ticketing system

• Priority for Military Vets or Spouses!

#GDITPRIORITY

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.