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 as you provide service/help desk support for a knowledge-based help desk?
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 the Department of State 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, IM messages (IM), or voicemail messages for customers seeking assistance.
Assist and support end-users with technical issues and questions related to software systems and applications to include but not limited to, MS Operating Systems, Microsoft Office 365 and specialized DoS applications via multiple support channels including phone, email, chat sessions, web forms, and other communication methods available
Apply 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
Manage and update customer specific database to ensure accurate recording of work performed according to business processes and standard operating procedures (SOP)
Provide case status updates to management and end-users according to service level guidelines
Ensure positive customer experiences through utilization of your customer service skills
Hone and develop your communication skills while interacting with diverse audiences
Utilize your time management skills to adhere to contact center scheduling, including lunch and breaks while you thrive in a high energy, fast paced environment
May coach and mentor other teammates and peers in your area of expertise
You MUST have:
High School Diploma plus years of related experience, AA/AS plus 5 years related experience or BA/BS plus 3 years related experience
Active Top Secret Clearance
Must work on location at our state of the art facility in Washington DC
Ability to work any shift during a 24/7/365 operation
Intermediate level of technical experience with Microsoft Windows O/S and MS Product suite
Demonstrated experience utilizing root cause analysis skills
Even better if you have:
CompTIA A+, Any ITIL or HDI certification
Demonstrated experience providing remote support via remote tools
Experience in analyzing and troubleshooting military software systems
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.