An I2TS 3 Service Desk Specialist: • Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests • Provides polite and friendly customer service • Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required • Documents incident status and solutions in incident database tools. • Possesses current working knowledge of computers, printers, laptops, and common windows applications • Works through various types Tier II issues with telephone assist • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability • Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support • Possesses comprehensive knowledge of desktop operating systems and applications
Desirable Skills / Experience: • Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc. • Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success. • Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
Education Required: • High School diploma/GED with 8-years of related experience, or Associates degree with 6-years of experience, or Bachelors degree with 4-years of experience
Certification(s): • DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract • Required Baseline/Security Environment Certification: CompTIA Security+ CE or equivalent • Required Computing Environment Certification: MTA 98-349, Windows Operating System Fundamentals (Must be willing to obtain within six months of hire)
Additional: • Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract • Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
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.