We are seeking an Desk Support Technician to join our team supporting the Centers for Disease Control and Prevention (CDC) Service Desk in Hyattsville, VA. In this role, you provide some phone support troubleshooting technical problems and advising users on the appropriate action for resolution on a wide range of technologies and issues, but most support will be in person. The right candidate will have impeccable attendance, excellent communication skills and be highly skilled in multi-tasking.
The position is for full time employment and will be based at the CDCs office at Hyattsville, VA campus.
Provide outstanding customer support assistance via phone and email in Windows 10
Take incoming customer requests over the telephone, log calls into the ticket tracking system and resolve the technical issues in a timely manner.
Meet SLAs in a high volume call center environment.
Utilize solid MS Office 365 Outlook
Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively.
Perform some network administration tasks, including creating new users, assigning rights, resetting passwords in Active Directory, etc.
Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone or iOS devices
QUALIFICATIONSRequired Skills / Experience:
High School Diploma or GED and 1+ years of IT related experience troubleshooting hardware and software, and connectivity issues.
Professional customer service skills with the proven ability translate technical findings.
IT Helpdesk/User Support experience to include 100% telephone support for local & remote customers using Windows 10/Office 2016 (preferably in a high volume IT call center environment)
Familiarity with a SLA driven environment.
Experience troubleshooting Windows 10, MS Office 365 Outlook
Experience troubleshooting general networking, wireless , and connectivity problems; and knowledge/experience with remote desktop and VPN.
Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices such as Android, iPhone or iOS device, Apple/Mac
Knowledge of a Ticketing System
ATTRIBUTES FOR SUCCESS
Highly skilled in multi-tasking
Excellent communication skills
Critical thinking skills and ability to troubleshoot
Impeccable attendance record
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.