CSfC Client Support Analyst (ALL SHIFTS) - Clearance Required

We are GDIT. We support and secure some of the most complex government, defense, and intelligence projects across the country. At GDIT, cyber security is not just a singular part of our mission—it connects every one of us because it’s embedded into every aspect of what we do. 

GDIT is your place. You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter. Our work depends on several Help Desk Analyst joining our team to support Department of State activities on-site at Sterling, VA.

At GDIT, people are our differentiator. As a Help Desk Analyst supporting a federal government customer, you will be trusted to perform first level contact and incident resolution to customers with software, and application problems. Includes handling both customer telephone support as well as electronically submitted requests.  

In this role, a typical day will include:

Role and Responsibilities

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Utilize network monitoring and testing tools to verify the health and availability of the network and associated service applications
• Utilize troubleshooting methods and tools (i.e. ping, trace route) to diagnose or resolve incidents. Efficiently escalate incidents to the appropriate group when required
• Augment cybersecurity monitoring staff as needed
• Support the building of end point devices, including smart phones and laptops
• Documents incident status and solutions in incident database tools.
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Support briefings and advocacy in helping the client adopt the CSfC service offering
• Willingness to occasionally (2-3 time every 60 day) work evenings and weekends required

Required Education and Experience

• 1-3 years of Help desk or similar work experience
• Work experience or study of IP Networks, IT Systems or Cyber Security
• Possesses current working knowledge of smart phones, laptops, and common windows and android applications
• Possesses excellent support experience and customer service skills to our users by maintaining excellent phone and email etiquette and resolution timeliness
• Ability to understand client problems and document them for further analysis.
• Ability to coordinate and collect end user survey responses from stakeholders
• Ability to store all metrics and reports from Help Desk inquires and requests to maintain constant and proper communication with the clients

Desired Education and Experience

• Self-motivated, detail oriented, with strong follow-up skills to ensure completion of tasks
• Possesses or in progress toward one of the following or similar: A+, Network+, Security+ certifications
• Ability to multi-task and prioritize
• Independent, self-starter who can take minimal direction and complete tasks             
• Works well independently and with a team
• Strong communication, presentation, and analytical skills
• Experience providing help desk support to large federal agencies is desired.
• Experience working with ServiceNow ticketing system is preferred
• Minimum of Interim Secret clearance required and ability to obtain up to a TS/SCI level

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