Service Desk/Call Center Analyst

Clearance Level
Systems Administration
Oxon Hill, Maryland

REQ#: RQ137533

Travel Required: None
Requisition Type: Regular
  • Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing
  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support  
  • Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts 
  • Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
  • Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting


  • Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
  • Bachelor’s degree or equivalent + 3 applicable years
  • Ability to work Shift 3: Monday - Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
  • Experience with patch management software (e.g., SCCM)
  • Experience installing, upgrading, and removing software
  • Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle 
  • Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
  • Advanced experience with Active Directory management & administration including Unlocking accounts/PW Resets, OU’s and Group Policy.
  • Remote Support including Remote tools, VPN’s and Networking
  • Office 365 Applications including Outlook, OneDrive and Teams
  • Knowledgeable of Problem Management best practice and processes
  • Ability to obtain DHS EOD

Required Experience: 3 years of experience

Education Requirement: Bachelor’s degree or equivalent

Preferred Certifications:

COMPTIA A+, or Network+, or Security+ Certification

MCP Certification

ITIL Foundation certification

HDI Certification

Ability to work Shift 3: Monday - Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)

Must Be Able to Obtain and Maintain a DHS Entry on Duty (EOD)

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.