Help Desk Technician

GDIT is seeking a qualified candidate to provide comprehensive IT assistance and consulting services, including analytic support, to the customer’ s operational maintenance activities that identify, develop, and implement solutions for customer end user  issues; the customer’s issues include, but are not limited to, a variety of non-technical and technical project requirements.  The qualified candidate must have demonstrated successful experience providing assistance and related management reporting knowledge and skills pertaining to customer end user IT related queries and requests, customer collaboration tools, mobile devices, onboarding/offboarding, hardware/inventory management, and shared mailbox and distribution list management.

General end user assistance requires, but may not be limited to:

• Performing testing and implementation and generating associated verification and validation, documentation for both technology refresh and new technology implementation projects
• Demonstrated ability to troubleshoot issues reported to the customer’s IT Support team and provide resolution.
• Writing and updating documentation including procedures, presentations, and training materials.
• Demonstrated knowledge & ability to use Microsoft Office 365 tools.

Teams conference room collaboration support includes demonstrated ability to:

• Manage permissions updates for Microsoft Teams calendar scheduling and access.
• Liaison with relevant 3rd party service desks
• Manage and track user incident ticket escalation to resolution
• Verify OCIO pushed patches/updates to validate proper functionality, i.e. confirm no new recurring issues to customer operations
• Manage vendor maintenance and support for customer specific hardware and software not included in the standard OCIO conference/collaboration support
• Provide quarterly reports on room utilization.

Mobile Device Support includes demonstrated ability to:

• Provide mobile device support subsequent to EITS Mobile device handoff and  cradle to grave accountability for mobile phones and tablets to include:
• Ordering new devices thru Service Now,
• Device setup and configuration including phone e activation,
• Full inventory control, including tracking and documentation in help desk tracking, and excessing devices at end of use.

DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience.

Onsite 5 days a week (DC).