General Dynamics Information Technology is looking for Technical Helpdesk Agents for the Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program in Barbourville. KY.
GDIT has opportunities for motivated, customer service-oriented professionals to support the Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program. The DoS is undertaking an enterprise-wide migration of its IT infrastructure and support solution across its CONUS and OCONUS locations. GDIT will provide technical services for DoS on this new managed services program. Join GDIT and be a part of the team of men and women supporting our program in one of the most important enterprise service desk modernization programs! #DoSEG
Applies 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 document requests and incidents according to business processes and standard operating procedures (SOP).
Document detailed, specific work notes regarding the interaction with the customer.
Resolving technical problems and answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
Maintain a high level of courteous customer service and professionalism at all times
Ability to communicate with customers at all levels of technical and non-technical skills sets
Routing calls to product line specialists, application, or system support specialist when appropriate
Alerting management to recurring problems and patterns of problems
QUALIFICATIONS & SKILLS
Ability to obtain and maintain a Secret Level Clearance
1 or more years of related experience
HS diploma or equivalent
Good communication and interpersonal skills
Demonstrated experience using troubleshooting techniques to assist customers with resolution
Program works 24x7 must be available for all shifts
Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (Satellite provided Internet Service will not qualify)
Ability to work remotely (from the comfort of your own home) in a quiet work environment free from distractions
Kentucky residency within a 60-mile radius of our Barbourville, KY facility
HDI-SCA certification or ability and willingness to obtain w/i 1 year of hire
ITIL Foundations v4 certification or ability and willingness to obtain w/i 1 year of hire
ATTRIBUTES FOR SUCCESS:
To succeed as a candidate and within this role, you will need to:
Demonstrate a positive, can-do attitude, with an ability to stay focused on solving the issues at hand, and a communication style that is patient and respectful
Be willing to strictly adhere to your assigned work schedule, as well as set break and lunch times
Embrace and follow established processes
This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.
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 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.