The candidate for the Technical Support, Tier I , position must: a) Have a two (2) year degree in computer-related field or 1-3 years experience in an IT-related position; b) Have prior experience as a Help Desk Technician or other customer support role; c) Have application support experience; d) Have knowledge of foundational IT concepts: TCP/IP networking, LAN/WAN, Wireless, Internet applications, including browsers and social media applications; e) Be familiar with Active Directory (AD), DNS, DHCP (Verify user account in Active Directory and its permission groups, troubleshoot network settings); f) Have excellent written and verbal communication skills; g) Have an aptitude for providing positive customer service; h) Have experience searching and updating an internal knowledge base; i) Have expert experience using a ticketing system; j) Have experience resolving service tickets or escalating to other support entities as needed and within specified SLA; k) Have experience performing Root Cause Analysis (RCA) process on recurring Incidents and provide RCA reporting within specified SLA; and 1) Have self-direction and ability to work independently.
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.