NESD IT Service/Help Desk Agent III - NOLA

Clearance Level
Interim Secret
Category
Help Desk
Location
New Orleans, Louisiana

REQ#: RQ86343

Travel Required: None
Public Trust: None
Requisition Type: Pipeline

Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure?  Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so, General Dynamics Information Technology has an exciting opportunity for you.

GDIT is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals.  Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Navy enterprise service desk (NESD) 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 remote service desk support through a variety of methods including phone, email, IM (chat), and enterprise ITSM.

RESPONSIBILITIES

A day in the life of a Help Desk Technician II with GDIT includes:

  • Assisting and supporting end-users with technical issues and questions related to software systems and applications including but not limited to MS Operating Systems, Microsoft Office 365, and specialized Navy applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
  • 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 (SOP)
  • 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

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

General experience:

  • Intermediate level of technical experience with software
  • Proficient with Microsoft windows O/S and MS Product suite
  • Experience providing support via remote tools
  • Demonstrated root-cause analysis skills


Specialized experience:

  • Experience in analyzing and troubleshooting military software systems preferred

WHAT WE ARE LOOKING FOR

You MUST have:

  • An Associates degree or equivalent years of experience; AND
  • 3 or more years of related experience
  • Ability to obtain and maintain a SECRET clearance
  • Ability and willingness to obtain an ITIL or HDI certification
  • Ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24 X 7 help desk environment
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.