Help Desk Technician III

Support mission-critical initiatives and enable the growth of our business as a Help Desk Technician III at GDIT. Here, you’ll become an integral part of how GDIT is able to ensure the safety and security of our nation.

MEANINGFUL WORK AND PERSONAL IMPACT:

• Provides technical support and troubleshooting for network, desktop, and/or systems hardware, software, and mobile devices. Password reset assistance, and supporting multiple customers within a 24/7/365 support environment.
• You'll be integral to a collaborative help desk team, actively participating in daily stand-ups, knowledge-sharing sessions, and collaborative problem-solving. Your interactions will involve clear communication, active listening, and a willingness to offer and receive support to ensure the team meets service-level agreements and delivers exceptional user experience.
• You'll seamlessly collaborate with senior technicians and other IT specialists when faced with complex or escalating issues.
• Includes joint troubleshooting sessions, leveraging shared knowledge bases, and contributing to post-mortem analyses to identify root causes and implement preventive measures. You'll also work together to identify trends, develop permanent solutions, and document best practices to minimize future disruptions.
• Our team fosters a culture of continuous learning and mutual respect. We encourage open dialogue, celebrate successes together, and provide constructive feedback to help each other grow. You'll find a supportive environment where your contributions are valued, and your initiative to improve processes and share insights is highly encouraged.
• You will manage a queue of technical support requests, prioritize impact-based issues, and document resolutions thoroughly. Your work is meaningful because you are the front line of support, enabling your colleagues to perform their jobs efficiently and effectively.
• You'll be instrumental in minimizing downtime and ensuring a smooth, productive IT environment, directly contributing to the organization's overall mission.
• You will regularly leverage your expertise in Windows operating systems, Microsoft Office Suite, and standard network protocols. Strong diagnostic skills will be essential as you troubleshoot hardware and software issues.
• You'll utilize ticketing systems (e.g., ServiceNow, Jira, etc.) to manage requests, possibly using remote desktop tools for direct user assistance, and a variety of diagnostic utilities to pinpoint and resolve technical problems.
• Your communication skills will be paramount in translating technical jargon into understandable language for users and collaborating effectively with your team.

WHAT YOU'LL NEED TO SUCCEED:
● Education: High School Diploma plus 5+ years of related experience in a corporate environment; OR Associate's degree plus 3+ years of related experience in a corporate environment is required

● Required Experience: Experience in a technical support or help desk role in a corporate environment, demonstrating a strong understanding of IT OR infrastructure and user support best practices.

● Required Technical Skills: Proficiency in Windows 10/11, Microsoft Office 365 administration and troubleshooting, Active Directory user and group management, basic networking concepts (TCP/IP, DNS), and experience with ticketing systems (e.g., ServiceNow)
● Required: Ability to work flexible hours, including evenings, weekends, and holidays, as part of a 24x7x365 support model driven by customer needs.
● Required Skills and Abilities: Excellent verbal and written communication skills, strong problem-solving and analytical abilities, a customer centric approach, ability to work independently and as part of a team, and strong organizational skills with attention to detail.

● US Person Required

● Preferred Skills: Experience with virtual desktop infrastructure (VDI), mobile device management (MDM) solutions, ITIL framework knowledge, and certifications such as ServiceNow fundamentals, CompTIA A+, Network+, or Microsoft Certified Professional (MCP), Citrix, and Jira.

● Location: Remote

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your sense of ownership and pride in the meaningful work we do.