NESD Help Desk Agent II - New Orleans

Clearance Level
None
Category
Help Desk
Location
New Orleans, Louisiana
Onsite Workplace
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Key Skills For Success

Customer Service

Help Desk Support

IT Service Desk

Troubleshooting

REQ#: RQ141260
Public Trust: None
Requisition Type: Pipeline
Your Impact

Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.

Job Description

Transform technology into opportunity as a Help Desk Technician II with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Technician II you will help ensure today is safe and tomorrow is smarter. Our work depends on a Help Desk Technician II joining our team to serve as the first point of contact for IT problem resolutions for the Department of the Navy Enterprise Service Desk (NESD).  You will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions through a variety of methods including phone, email, chat, and enterprise ITSM.

**Contingent upon award**

HOW A HELP DESK TECHNICIAN II WILL MAKE AN IMPACT

  • 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

WHAT YOU’LL NEED TO SUCCEED:

  • Education:  High School Diploma or equivalent
  • Required Experience:  2+ years of related experience
  • Required Technical Skills: 
    • Intermediate level of technical experience with software.
    • Experience providing support via remote tools.
    • Demonstrated root-cause analysis skills.
  • Security Clearance Level:  Must be willing and able to obtain and maintain a secret government clearance
  • Required Skills and Abilities:
    • Ability and willingness to obtain 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, 24x7 help desk environment.
  • Preferred Skills:  Experience with Navy Applications or Service Desks such as Navy 311, LOG IT, NIS, NCORS, NEST/RAPT, or NAVSUP BSC.
  • Location:  Onsite
  • US Citizenship Required

GDIT IS YOUR PLACE:

  • 401K with company match
  • Comprehensive health and wellness packages
  • Internal mobility team dedicated to helping you own your career
  • Professional growth opportunities including paid education and certifications
  • Cutting-edge technology you can learn from
  • Rest and recharge with paid vacation and holidays
Work Requirements
Years of Experience

2 + years of related experience

* may vary based on technical training, certification(s), or degree

Travel Required

None

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.

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