General Dynamics Information Technology has opportunities for motivated, customer service oriented professionals to support the OneGDIT Service Desk. The OneGDIT Help-desk is undertaking an enterprise-wide migration of its IT infrastructure, support solution, and will also provide technical services for internal/external on this desk. Join GDIT and be a part of the team of men and women supporting internal/external customers worldwide in one of the most important modernization service desks!
RESPONSIBILITIES & DUTIES
Provide Day to Day support-which includes: Break/fix support for any and all devices
Provide off hour remote support
Troubleshooting and escalation of issues
Work closely with other Assignment Groups to resolve all issues
Resolve advanced technical problems
Diagnosing, identifying, isolating, and analyzing problem utilizing historical ticket data
Routing calls to product line specialists, application, or system support specialists, as required
Maintaining and updating records and tracking databases
QUALIFICATIONS & SKILLS
Strong candidates are:
Flexible regarding shift patterns (Willing/Able to work in a dynamic 24x7 environment)
Extremely customer focused
Able to thrive in a high energy environment that requires an ability to multi-task and prioritize
Strong verbal and written communicators
Team players who welcome opportunities to collaborate with others
Solution oriented with strong customer focus skills
Strong problem solvers with the ability to perform root cause analysis
You MUST have:
AA or equivalent experience.
1 or more years of demonstrated experience utilizing strong Break/Fix skills, providing technical support via remote tools, and/or experience with Active Directory
Expert proficiency with MS product suite and software management
Advanced proficiency with Microsoft windows O/S
Advanced proficiency with smart phone support
Even BETTER if you have 3 or more years of experience resolving technical problems to include:
Serving as the first point of contact for VIP customers seeking technical assistance over the phone or self-service portal
Walking the customer through the problem-solving process to resolution
Escalating unresolved issues to the next level of support personnel
Following all unresolved contact for VIP customers to a final resolution
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.