Help Desk Specialist-II

Clearance Level
None
Category
Help Desk
Location
Germantown, Maryland

REQ#: RQ122921

Travel Required: Less than 10%
Public Trust: Other
Requisition Type: Regular

GDIT is seeking a Help Desk Specialist to join our team supporting the U.S. Department of Energy’s (DOE) Office of the Chief Financial Officer (OCFO), Office of Corporate Information Systems to provide Operations and Maintenance (O&M) Support Services of their Corporate Business Systems (CBSOM). As a Help Desk Specialist, you will provide end-user application support for a suite of DOE business applications. You will support DOE’s Corporate Business Systems, used by over 14,000 users to fulfill the agency’s mission to promote energy independence, progress scientific research, and protect the nation through nuclear security.  

 

Duties and responsibilities will include, but are not limited to:  

  • Provides end-user software troubleshooting and support; applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions; provides network troubleshooting and support; provides phone and help-desk support for local and off-site users 

  • Provide technical support and troubleshooting for software applications on desktop thick and thin clients that communicate to/from application servers and third-party support agencies. 

  • Screen, refer, and diagnose internal/external inquiries and work requests as they relate to support of related systems. 

  • Provide end-user software troubleshooting and support. 

  • Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. 

  • Use ServiceNow as the help desk ITSM platform 

  • Document all user requests and actions taken in ServiceNow ticketing system 

  • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction 

  • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again 

  • Capture input to maintain the internal knowledge base for technicians and end-users 

  • Create and maintain documentation and work with other members of the team to ensure that help desk documentation is complete and up to date 

  • Provide phone and help desk support for local and off-site users, Monday-Friday (8AM-6PM) via 8 hour shifts 

  • Answer phones and emails in a timely manner 

  • Familiar with Release and Configuration Management concepts 

  • Maintain current knowledge of relevant technology as assigned 

 

Minimum Requirements:  

  • Associate’s degree in Computer Science, Information Systems, Software Engineering, Business, or other related discipline with 5 years of increasingly responsible and relevant experience in Help/Service Desk support.  Without a degree 8 years of relevant experience is required.  

  • Must have 3+ years of ServiceNow experience 

  • Good team player, able to manage multiple assignments, and adapt to changing client needs 

  • Outstanding verbal communication skills with the ability to exhibit patience and promote a positive end-user experience  

  • Must be able to obtain and maintain a DOE Clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting 

  • US Citizenship 

Desired Qualifications:  

  • ITIL v3 or v4 certification 

  • Experience with ServiceNow for incident management, problem management, and service request management 

  • Certified ServiceNow Administrator certification 

  • Previous Department of Energy experience. 

 

WHAT GDIT CAN OFFER YOU: 

  • Full-flex work week 

  • 401K with company match 

  • Internal mobility team dedicated to helping you own your career 

  • Collaborative teams of highly motivated critical thinkers and innovators 

  • Ability to make a real impact on the world around you 

 

Not sure this job’s the one for you? Check out our other openings at gdit.com/careers.  
 
Do you have a friend or colleague this posting describes? Let them know about the opportunity by clicking “Share.” 

 

The likely hourly rate for this position is between $24.23 - $36.35, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

View information about benefits and our total rewards program.


About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.