NESD IT Service/Help Desk Professionals II and III - NOLA - NIPR

Clearance Level
None
Category
Help Desk
Location
New Orleans, Louisiana

REQ#: RQ124794

Travel Required: None
Requisition Type: Pipeline

Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure?  Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so, General Dynamics Information Technology has an exciting opportunity for you.

GDIT 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 the Department of the Navy Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions.  This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction.  If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

RESPONSIBILITIES

A day in the life of a Help Desk Professionals II with GDIT includes:

  • Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
  • Applying 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 documenting requests and incidents according to business processes and standard operating procedures
  • Documenting detailed, specific work notes regarding the interaction with the customer
  • Providing case status updates to management and end-users according to service level guidelines
  • Maintaining a high level of courteous customer service at all times
  • Communicating with customers at all levels of technical and non-technical skills set

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

General experience:

  • Intermediate level of technical experience with software
  • Experience providing support via remote tools
  • Demonstrated root-cause analysis skills


Specialized experience:

  • Experience in analyzing and troubleshooting military software systems preferred

WHAT WE ARE LOOKING FOR

You MUST have:

  • A high school diploma or equivalent; AND
  • 2 or more years of related experience
  • Must be willing and able to obtain and maintain a SECRET government clearance
  • Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire
  • Ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24 X 7 help desk environment

We PREFER you have:

  • Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense – Ashore/ Afloat

#NOLAHelpDesk #TSSCE


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.

COVID-19 Vaccination

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.