Service Desk Specialist (Monday-Friday 7am-4pm)

Service Desk Specialist  (Monday-Friday 7am-4pm)

At GDIT, people are our differentiator. We are seeking a customer service centered Service Desk Specialist to provide timely and professional Tier II support to users.  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 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 services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software.

• Provide Tier 2 IT operations control support using ITSM ticketing system such ServiceNow in the form of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs.
• Independently provides advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.
• Train end users on the proper use of hardware and software.
• Perform in-person customer service and phone support service to 4,000 end-user community.
• Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
• Provide support and communication regarding status of incident troubleshooting and resolution.
• Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily.
• Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Support focus teams or specialized projects to promote rapid improvement turnaround.
• Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.
• Be part of a team that supports and operates a 24x7x365 Service Desk.
• Analyzes and recommends alternative solutions to meet customer needs.
• Builds credibility and trust with customers and team members.
• Identifies areas of opportunity to improve customer satisfaction. 
• Must have excellent multi-tasking and time management skills.
• Supports the team process and participates on cross-functional teams.
• Responsible for handling after-hours on call support (when necessary).
• Answer phones and respond to emails in a timely manner.
• Participate in special projects as required.
• Use ticketing system to:

• Proactively check help desk queue for new emails and create and assign 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 team lead of all VIP requests for support that require additional resources which result in a delay of resolution.
• May need to lift and carry desktop equipment such as laptops, computers, and monitors.

WHAT YOU’LL NEED TO SUCCEED:

• Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe
• Experience with:
  • Outlook Email Client in an Exchange Server Environment
  • Experience with remote access to users’ computers
  • Experience working with networked printers
  • Active Directory
  • Using a ticketing system (Service Now or Remedy)
  • SharePoint
  • DoD STIGs/IAVMs
  • ACAS
  • Experience working in an SCCM/MECM environment

• Excellent business analytical and problem-solving/trouble shooting skills.  
• Excellent customer service 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 work under time constraints 
• Adapt to changes in requirements and new projects
• Maintain and upgrade certifications
• Ability to support a fast paced and ITIL transitional environment.
• Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.
• Ability to identify and articulate key information in an efficient and timely manner.
• Ability to exercise discretion and independent judgment when handling situational occurrences.
• Willing to perform other duties as assigned

Education: High School Diploma; AA/AS/BA/BS preferred

Required Experience: 2+ years of related experience on Service Desk

Required Technical Skills: IT experience supporting Help / Service Desk 

Certifications: Must have active/Current CompTIA Security+ ce certification upon start.  If you start only with a Security+ ce, continued employment will be contingent on receiving the Computing environment certification within 3 months after your start date. 

Security Clearance Level: Must have active SECRET Clearance and be able to maintain clearance.

Required Skills and Abilities: Superb communication skills; strong ability to multi-task.  Dependability, in that the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve.

Location: TARC Arlington, VA.  Onboarding/transition in period requires on-site support up to 45 days, if performance is good, telework can be considered.  Could change to full time on site on direction by management or government.

Shift: Monday-Friday 7am-4pm

Travel:  

• Availability to travel, but less than 10%.  Most team members do not have to travel.

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