Help Desk Specialist (remote position)

Clearance Level
None
Category
Technical Support Services
Location
Washington, District of Columbia
Key Skills For Success

Computer Hardware

Identifying Problems

Remote Support

REQ#: RQ222294
Public Trust: None
Requisition Type: Regular
Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.

Job Description

We are GDIT, one of the largest IT and mission services providers to the government. We offer our customers the power of choice through a vast cloud ecosystem. 

GDIT is your place. You make it your own by bringing your passion for accelerating the cloud. By owning your opportunity at GDIT, you are helping to ensure our mission is never interrupted.

At GDIT, people are our differentiator. As a task lead supporting Federal Energy Regulatory Commission (FERC), a typical day will include:

Description

Duties generally include but are not limited to the following:

  • Answer and respond to customers' requests via phone and email
  • Identify, research, and resolve customer issues
  • Provide accurate and timely ticket documentation
  • Meet and exceed required metrics and Service Level Agreements (SLAs)
  • Provide timely updates and follow up to customers
  • Escalate to internal representatives or system support specialists when appropriate
  • Identify and appropriately communicate recurring problems
  • Evaluates and prioritizes customer problems and complaints
  • Comply with documented regulations, processes, and procedures
  • Other responsibilities as may be required by management

Qualifications

Required Skills and Qualifications:

  • Bachelor’s Degree and/or 5+ year experience in help desk/call center environment
  • Excellent oral and written communication skills
  • Strong problem-solving skills
  • Team player with a strong commitment to customer satisfaction

Preferred Skills and Qualifications:

  • HDI Customer Service Representative certification 
  • Experience with ServiceNow
  • Knowledge with government clients/environments

Work Requirements

Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required

Salary and Benefit Information

The likely hourly rate for this position is between $25.63 - $34.50. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans