IT Service Center Technician

Clearance Level
Interim Secret
Category
Help Desk
Location
Fort Walton Beach, Florida

REQ#: RQ135461

Travel Required: Less than 10%
Public Trust: None
Requisition Type: Regular

GDIT is seeking an energetic and reliable professional to join the GDIT/ARMA-GLOBAL Managed Services Support Center as a Full Time Tier-1 Services Team Member. In this role you will be responsible for answering incoming calls, answering emails, and following up with customers in accordance with company policies and procedures to respond to inquiries and resolve customer issues and escalating issues to the next tier of support, when required. Our Managed Services Center T1 team is the first point of contact for customers and should have a high level of commitment to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided.

This is a hybrid-work position; allowing for remote work on occasion, with onsite support while serving as a Tier-1 Staff Computer Systems Analyst scheduled for Full Time work M-F and weekends for a total of 40 hours per week, with at least two(2) days off per week. Personnel must have adequate network connectivity and a quiet location free of noise and disruptions when working remote.

Functional duties include:

  • Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies

  • Taking phone calls from end users, creating a ticket and working to categorize the request, helping them resolve the request or problem.

  • Process tickets in accordance with provided processes and standard operating procedure

  • Create, monitor and track and respond to tickets as assigned, using established tools

  • Provide Management, Senior IT Administrators and Engineers information when requested

  • Follow up with customers to ensure issue resolution and customer satisfaction

  • Participate in training events and incident resolution activities, as required

  • Deliver recurring reports and trend data to senior leadership when requested

  • In this role, candidate will be a member of the Tier-1 Services Group and thus, will cover gaps in Tier-1 services if/when need arises

  • As member of T1 Services Group, employee may support Development, Engineering, Integration and Test events related to products and services, under the supervision of Tier-2 and Tier-3 personnel.

Knowledge, Skills and Abilities

  • Applicants must exhibit customer service skills which include the ability to communicate effectively, being action-oriented, exhibiting patience, taking ownership, managing time wisely and working effectively both independently and in a team environment. 

  • Familiar with service desk ticketing systems and terminology (incident, service request, change) is desired

  • Good communication skills with internal team members

  • Ability to track and identify positive and negative trends

  • Abel to recognize issues and problems and seek expeditious notification and escalation when required

  • Ability to recommend improvements to enhance efficiencies and customer outcomes

  • Ability to support assigned work schedule

  • Ability to multi-task, follow priorities and re-vector based on prescribed decision matrices and leadership guidance

  • Ability to create and maintain sustainment documentation and update systems lifecycle documentation

  • Must exhibit a passion for customer services and bring impeccable work ethic with a desire to learn and progress within our company

  • Must be technically inclined and experienced with browsers, mobile devices, laptops, personal computers and installing applications on all items

  • Must foster an inclusive and professional environment that strives for unity of effort with focus on managing expectations and performance to deliver exceptional results. Must exhibit empathy and be willing to train and develop less experienced personnel.

Other Desired Qualifications:

  • ITIL v3 or v4 Foundation certification a plus

  • Exposure to Active Directory is desired

  • Exposure to FreshService or ServiceNow is desired

  • Must have experience installing applications on Enterprise-level clients

  • Experience installing applications on Windows, Mac, Android and Apple iOS device experience desired

  • Scripting experience to automate repetitive tasks a plus

  • SCCM experience desired

Certification Requirements

  • DoD 8570 IAT-2 or higher (Security + or higher) compliance required

  • An IT OS certifications for MS Windows, Linux is preferred

  • Other IT Certification from Microsoft, Red Hat, Amazon Web Services, MS Azure will suffice

QUALIFICATIONS

  • Minimum 2 years related IT systems experience/exposure

  • Must have an Active Secret Clearance

  • Be able performed work in both a remote setting and in an office environment

  • Candidate must have reliable internet services to ensure work actions can be performed when working remote. In the event of an ISP service outage, candidate must seek alternate methods of ensuring commercial ISP access

  • Must exhibit consistent focus on Team and Customer Success

#armajobs


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.