GDIT is seeking a Help Desk Specialistto 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
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
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.
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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.
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 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.