Service Desk Specialist (L2)

Help Desk Technician V

Transform technology into opportunity as a Help Desk Technician V with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Technician V you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Technician V joining our team to provide tier 1 and 2 desktop support for our customers.

HOW A HELP DESK TECHNICIAN V WILL MAKE AN IMPACT

• Provides technical support and troubleshooting to network, desktop, systems hardware or software
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

WHAT YOU’LL NEED TO SUCCEED:

• Education: High School diploma/GED
• Required Experience: High School diploma/GED with 8-years of related experience, or Associate's degree with 6-years of experience, or Bachelor's degree with 4-years of experience

Required Technical Skills:

• Provides polite and friendly customer service
• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
• Possesses comprehensive knowledge of desktop operating systems and applications
• DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
• Security Clearance Level: TS/SCI Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract

Required Skills and Abilities:

• Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
• Required Baseline/Security Environment Certification: CompTIA Security+ CE or equivalent
• Required Computing Environment Certification: MTA 98-349, Windows Operating System Fundamentals or equivalent 
• Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.  
• Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.  
• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
• Location: Customer Site

GDIT IS YOUR PLACE:

● 401K with company match

● Comprehensive health and wellness packages

● Internal mobility team dedicated to helping you own your career

● Professional growth opportunities including paid education and certifications

● Cutting-edge technology you can learn from

● Rest and recharge with paid vacation and holidays