Help Desk Support Technician II

Clearance Level
None
Category
Help Desk
Location
Chantilly, Virginia

REQ#: RQ46587

Travel Required: Less than 10%
  • Overview

    GDIT in Chantilly Westfields has an immediate opening for a Help Desk Support Technician II. 

    This position requires the candidate to provide user support and customer service on company supported computer applications and platforms. You will troubleshoot problems and advise on the appropriate action.

    Responsibilities

    Follows best practices for processes and procedures (ITIL process environment). Supports Operating Systems: Windows 7/10, Microsoft Outlook, DOS, TCP/IP;  MS Office Suite Office 365 (including MS Teams, Publisher and MS Access); Provides support on complex hardware and operating system software and typically involves certified systems engineers when additional support is needed.; Provides technical support for 800+ users by telephone, as part of the help desk services team.  Resolves software and hardware desktop issues. Assists users by utilizing experience with multicase media, wireless networking, port security, remote access, and VPN connectivity; Supports equipment moves/adds/changes. Stages/configures/installs desktop software. Assists Help Desk Manager with daily operations; Update all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets.  Ensures problem ownership and promotes end-user satisfaction.  Tracks activities of technical support specialists to whom tickets were assigned. Provide end user training instruction.

    Qualifications

    AA Degree  + 1 yr related experience OR 3 years of related working experience if no AA degree

    Required Skills:

    • Ability to follow and update standard troubleshooting procedures to ensure proper routing escalation of issues that cannot be resolved while on call with the customer
    • Willingness to actively seek input from senior engineers and ask questions to improve technical understanding to improve first call resolution
    • Excellent customer service skills – follow up with customers to ensure the highest level of customer satisfaction
    • Excellent verbal communication skills
    • Ability to work 7:30 am – 3:30 pm shift and cover from 12 pm – 8 pm if needed
    • Windows Operating System experience required

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.