SCITLS Help Desk Technician III

Transform technology into opportunity as a Help Desk Technician IV 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.

USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments.

At GDIT, people are our differentiator. As a Help Desk Technician IV you will help ensure today is safe and tomorrow is smarter. GDIT is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

HOW A HELP DESK TECHNICIAN IV WILL MAKE AN IMPACT:

• Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, ITSM, and walk-in requests
• Applying 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 documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

WHAT YOU’LL NEED TO SUCCEED:

• 5 or more years of related experience
• Intermediate level of technical experience
• Experience with enterprise ticketing systems (e.g. ServiceNow, Remedy)
• Active Secret government clearance
• Ability & willingness to work and adhere to any full-time shift in 24 x 7 help desk environment
• Ability to obtain ITIL 4 Foundation certification within the first 9 months
• Location: USA NE Offutt AFB (100% on-site)
• US Citizenship Required

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

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