We are looking for a Help Desk Technician to support our milCloud® 2.0 Tier I Help Desk (24/7/365) and work from either our Durham, NC or Chantilly, VA office.
milCloud® 2.0 is a Defense Information Systems Agency (DISA) led program that connects commercial cloud service offerings to Department of Defense (DoD) networks in a private deployment model. This provides DoD mission partners the latest scalable cloud technology and operates at Impact Level 5 and 6 of the Cloud Computing Security Requirements Guide. milCloud® 2.0 works to improve availability and performance of datacenter services and reduces the DoD’s total cost of ownership for delivering infrastructure services.
The Help Desk Technician will troubleshoot/resolve technical problems and answer queries by telephone, Live Chat, or self-service ticket in support of internal and/or outside customers. Diagnoses, identifies, isolates, and analyzes problems utilizing knowledge articles and SOPs. The Help Desk Technician will also monitor, triage, and escalate infrastructure-monitoring alerts on appropriate networks.
PLEASE NOTE: The 8-hour Shift Schedule for this position is listed below, however, the future Shift's Days & Hours are subject to change. The Shift designation (Day) will remain the same.
Shift: Day Days: Thursday - Monday Hours: 7am-3pm
Task and responsibilities in this role include, but are not limited to the following:
Provides first contact and incident resolution to customers with milCloud 2.0 service issues; including engagement with customers via telephone support as well as electronically submitted requests
Provides polite and customer friendly service support for problem resolution
Attempts to resolve as many incidents during the first contact, or at Tier 1 level. 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
Monitor, triage, and escalate infrastructure-monitoring alerts on appropriate networks
Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software
Initiate Outage/Degradation of Service process
Monitor Change Management requests and take appropriate action for closure
Alert management to recurring problems and patterns of problems
Must have an active TOP SECRET clearance
Associates Degree in Science or Arts
3+ years of experience in IT related field
Hands-on experience providing technical support and troubleshooting to network, desktop, and/or systems hardware and software
Willing to work designated Shift Schedule indicated above
Experience with ServiceNow ticketing system
Working knowledge of cloud technologies including provisioning and monitoring
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.