VA Executive Support Service Desk Agent (VIP) ITC# 1249

Job Description

GDIT has opportunities for motivated, customer service oriented professionals to support the Department of Veterans Affairs (VA) Enterprise Service Desk Modernization Program. Successful candidates for this role will possess and regularly demonstrate a positive, can-do attitude with an ability to stay focused on solving the issue at hand, and a communication style that is patient and respectful. If you enjoy technical support, thrive in a fast-paced ever-changing environment, and can embrace and adhere to established procedures, you will find this role to be both rewarding and challenging.

A day in the life of the Executive Help Desk System Support Specialist:

• Efficiently responds to inbound calls and self-service portal tickets
• Troubleshoots VIP technical issues by phone utilizing Knowledge Articles
• Escalates tickets that cannot be resolved at the agent level to the proper Tier 2 group
• Provides “white glove” treatment to all Top 8 VIP
• Thoroughly documents all interactions of the call or self-service ticket within ServiceNow
• Documents trends that are identified or adverse customer issues and presents findings to upper management
• Escalates disruptions or degradations to Incident Management
• Properly performs outbound calls to effectively contact customers for additional information or ticket resolution.

 
Required qualifications:

• Associates degree or equivalent years of related experience in a related field; AND
• 1 or more years of experience in a technical role in an enterprise level IT environment
• Previous experience with an ITSM tool preferably ServiceNow
• Ability to analyze and interpret network topologies. IP addressing, and basic network testing
• Ability to analyze and troubleshoot VPN and remote connections issues
• Ability to provide remote IT assistance

Preferred qualifications:

• 1 or more years of experience working for the MSD help desk for the Department of Veterans Affairs or equivalent
• 2 or more years of experience in a help desk environment
• Previous experience working special assignments
• Demonstrated ability to meet and exceed quality, attendance, and adherence KPIs in a contact center environment

Work Environment:

• 24/7 hours of operation
• Must be able and willing to work an EVENING shift

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.