General Dynamics Information Technology is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions for a Department of Defense service desk and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide an appropriate solution, and provides timely resolution of incidents, or escalation on behalf of the customer to ensure their satisfaction. You will respond to queries either in person or over the phone, email, or web portal tickets for customers seeking assistance.
Assist and support end-users with technical issue and questions related to software systems and applications to including but not limited to MS Operating Systems, Microsoft Office 365, and specialized Department of Defense applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available.
Applies basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
Thoroughly document requests and incidents according to business processes and standard operating procedures (SOP).
Document detailed, specific work notes regarding the interaction with the customer.
Provides case status updates to management and end-users according to service level guidelines.
Maintain a high level of courteous customer service at all times
Communicates with customers at all levels of technical and non-technical skills sets
Obtain and maintain a Secret Clearance or Public Trust
Ensure all access to required systems are current and up to date
Be on time and ready to work at your assigned start time, manage your breaks and lunch according to your schedule, work until the end of your shift
As this is a 24 x 7 Operation, must be willing to work any shift, any day of the week.
Must possess basic technical experience with providing applications or software support
Proficient with Microsoft windows O/S and MS Product suite preferred
Experience providing remote support via remote tools preferred
Demonstrated problem analysis skills.
Experience in analyzing and troubleshooting applications, software or IT systems preferred
You must have:
Associates Degree plus 3 years of equivalent years of experience or 5 years of equivalent experience
Must obtain and maintain a Secret clearance
Microsoft MD-100 Certificate
Even better if you have:
Any ITIL or HDI certification
HDI Support Center Analyst (HDI-SCA)
ITIL 4 Foundation
ITIL 4 Managing Professional
Applying for a career in GDIT's Engagement Center is as easy as 1…2…3. To learn more about GDIT’s Help Desk or Call Center positions and our candidate application process please call 833-GDIT-123.
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.