Seeking customer service centered help desk technicians to provide timely and professional Tier II support to users. (IAT-II)
To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter completing tasks on your own working together is critical in this role. You will be interfacing with users and senior agency staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.
Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies
Screen, refer and diagnose internal/external inquiries and work requests as they relate to support of related systems
Provide end-user software troubleshooting and support
Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions
Familiar with Microsoft Active Directory
Provide phone and help desk support for local and off-site users
Maintain internal knowledge base for Help Desk technicians and users
Answer phones and emails in a timely manner
Maintain printers and multifunction devices
Create and maintain Windows 10 desktop/laptop images
Maintain software and hardware assignments
Participate in special projects as required
Familiar with Release and Configuration Management concepts
Use Remedy as the help desk software
Proactively check help desk queue for new emails and create and assign Remedy tickets for those emails.
Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned
Escalate tickets as needed.
Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
Notify the program manager of all VIP requests for support that require additional resources which result in a delay of resolution
Identify training requirements or software fixes to correct any recurring problems identified in the database of user support.
Create and maintain documentation
Work with other members of the team to ensure that help desk documentation is complete and up-to-date
Provide weekly and monthly status reports
Maintain current knowledge of relevant technologies as assigned
Able to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism interfacing with users and senior agency staff
May need to lift and carry desktop equipment such as laptops, computers, and monitors
More senior team members are expected to mentor junior team members, train new hires, do quality checks on tickets and contents, ensure tickets are appropriately assigned, ensure documentation is updated, and escalate issues to the program manager.
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
2-4 years of directly related experience supporting help desk operations or customer service.
Experience with the following is required:
Microsoft Office Suite 2013/2016
Experience with one or more of the following is a plus:
Outlook Email Client in an Exchange Server Environment
Experience with remote access to users' computers
Experience working with networked printers
Excellent business analytical and problem-solving/trouble shooting skills.
Excellent customer service skills
Excellent communication skills
Excellent documentation skills
Strong organizational and collaborative skills
Strong teamwork and engagement as a project team member.
Ability to assimilate information rapidly, motivated to self-study new requirements
Maintain current industry knowledge of relevant concepts; practices and procedures.
Able to multi-task and prioritize
Able to work under time constraints
Adapt to changes in requirements and new projects
Maintain and upgrade certifications
Strong written and verbal English language skills.
Willing to perform other duties as assigned
Additional experience with mobile phones devices (iPhone, Mobile Iron), VTC and Trusted Agent for issuing tokens is a plus.
DoD 8570.01-M IAT Level II Certification (i.e., CompTIA Security+ CE at date of hire)
DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager within 3 months of employment (i.e., Microsoft Desktop Administrator Associate Certification preferred)
If you start only with a Security+ ce, continued employment will be contingent on receiving the additional Windows certification within 3 months after your start date.
Must have an active fully adjudicated TS clearance with no incidences on hire and confirmed within JPAS. CL firm must submit candidate for SCI upon start date.
Client Site, Fort Belvoir, VA
Shift work between the hours of 0830-1700 (8:30-5:00).
Some flexibility may be required to cover when others are out of office
No alternate work schedules
No telework allowed
Travel: Occasional travel may be required – normally less than 10%.
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.