Help Desk Support Technician II-US Citizen - Public Trust

Clearance Level
None
Category
Help Desk
Location
Chantilly, Virginia

REQ#: RQ100133

Travel Required: Less than 10%
Public Trust: BI Full 6C (T4)
Requisition Type: Regular
  • Overview

    GDIT in Chantilly Westfields has an immediate opening for a Help Desk Support Technician II. 

    This position requires the candidate to provide user support and customer service on company supported computer applications and platforms. You will troubleshoot problems and advise on the appropriate action.

    Job Responsibilities:

  • Provides technical support for 800+ users by telephone and remote control systems. Configures and supports (remotely) desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
  • Configures IT devices for secure operation, including installation of security software, software updates, and other configurations remotely as required.
  • Supports media, wireless networking, port security, remote access, and VPN connectivity; Supports equipment moves/adds/changes.
  • Assists Help Desk Manager with daily operations; Update all tickets assigned daily.
  • Diagnose hardware and software failures, communicates the remediation plans to users, and provide status updates.
  • Provides remote software support for users of NCI-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
  • Supports NCI and NIH proprietary software. 
  • Provides virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop.
  • Provides input for end-user documentation and instructions.
  • Ability to work well under pressure and to meet deadlines as needed.
  • Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints. 
  • Performs diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers.
  • Follows set policies and procedures when assisting clients to ensure proper handling of requests.
  • Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures) and Training manuals for Tier I support.
  • Works with Tier I/II/III and other groups to resolve technical problems.
  • Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed. 
  • Supports continuous improvement in the process and quality of the operations.
  • Participates in troubleshooting of issues with the drive towards root cause identification and resolution.
  • Provides end user training instruction, as required.
  • Opens, tracks, and closes trouble tickets. 
  • Ensures problem ownership and promotes end-user satisfaction. 
  • Tracks activities of technical support specialists to whom tickets were assigned.
  • Supports requirements gathering for equipment moves/adds/changes.
  • Supports Operating Systems: Windows 10, Microsoft Outlook, TCP/IP, UNIX; MS Office Suite 2003/2016/2019 ServiceNow, Antivirus suites
  • Experience with remote software (prefer Ivanti\LanDesk)

  • Ability to follow and update standard troubleshooting procedures to ensure proper routing escalation of issues that cannot be resolved while on call with the customer

  • Willingness to actively seek input from senior engineers and ask questions to improve technical understanding to improve first call resolution

  • Qualifications

    AA Degree  + 1 yr related experience OR 3 years of related working experience if no AA degree

    Required Skills:

  • ITIL foundations certification or ability to obtain certification within 3 months
  • One or more of the following certifications are desired:
  • CompTIA Security+
  • CompTIA Network+
  • CompTIA A+
  • Microsoft Certified Desktop Support Technician
  • Enterprise Desktop Support technician on Windows 10
  • MCITP: Enterprise Desktop Administrator on Windows 10
  • Microsoft Certified Technology Specialist: Windows 10
  • Excellent customer service skills – follow up with customers to ensure the highest level of customer satisfaction
  • Excellent verbal communication skills
  • Ability to work 7:30 am – 3:30 pm shift and cover from 12 pm – 8 pm if needed

This position requires being fully vaccinated against COVID-19 by December 8, 2021 or the start date, if after December 8.

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.