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
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.
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
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!
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.