DoS Technical Help Desk Professional

General Dynamics Information Technology is looking for Technical Helpdesk Professionals for the Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program in Bossier City, LA.

GDIT has opportunities for motivated, customer service-oriented professionals to support the Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program. The DoS is undertaking an enterprise-wide migration of its IT infrastructure and support solution across its CONUS and OCONUS locations. GDIT will provide technical services for DoS on this new managed services program. Join GDIT and be a part of the team of men and women supporting our program in one of the most important enterprise service desk modernization programs!

JOB DESCRIPTION:

• Applies 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
• Thoroughly document requests and incidents according to business processes and standard operating procedures (SOP).
• Document detailed, specific work notes regarding the interaction with the customer.
• 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
• Maintain a high level of courteous customer service and professionalism at all times
• Ability to communicate with customers at all levels of technical and non-technical skills sets
• Routing calls to product line specialists, application, or system support specialist when appropriate
• Alerting management to recurring problems and patterns of problems

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QUALIFICATIONS & SKILLS

REQUIRED:

• Ability to obtain and maintain a Secret Level Clearance
• 1 or more years of related experience
• HS diploma of equivalent
• Good communication and interpersonal skills
• Demonstrated experience using technical troubleshooting techniques to assist customers with resolution
• Program works 24x7 must be available for all shifts
• Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (Satellite provided Internet Service will not qualify)
• Louisiana residency within a 60-mile radius of our Bossier City facility

Preferred:

• HDI-SCA certification or ability and willingness to obtain within 1 year of hire
• ITIL Foundations v4 certification or ability and willingness to obtain within 1 year of hire

ATTRIBUTES FOR SUCCESS:

To succeed as a candidate and within this role, you will need to:

• Demonstrate a positive, can-do attitude, with an ability to stay focused on solving the issues at hand, and a communication style that is patient and respectful
• Be willing to strictly adhere to your assigned work schedule, as well as set break and lunch times
• Embrace and follow established processes

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

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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