GDIT is seeking a Service Desk/Call Center Analyst who will serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing, demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support, and demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.
Job Description Summary:
Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
Experience with patch management software (e.g., SCCM)
Experience installing, upgrading, and removing software
Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle
Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
Advanced experience with Active Directory management & administration including Unlocking accounts/PW Resets, OU’s and Group Policy
Remote Support including Remote tools, VPN’s and Networking
Office 365 Applications including Outlook, OneDrive and Teams
Strong experience in incidence response and troubleshooting
Required Experience: 3 years of experience
Education Requirement: Bachelor’s degree or equivalent
COMPTIA A+, or Network+, or Security+ Certification
ITIL Foundation certification
Ability to work Shift 3: Monday - Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
Must Be Able to Obtain and Maintain a DHS Entry on Duty (EOD)
About Our Work
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 does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.