Service Desk Technician

4 weeks ago

Fairfax, United States General Dynamics Information Technology Full time

Req ID: RQ176241

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph

Job Family: Help Desk

Skills:

Customer Service,Information Technology (IT),Service Desk

Certifications:

CompTIA - Security+ - CompTIA

Experience:

1 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT is seeking energetic and reliable professionals to join the GDIT/ARMA-GLOBAL Managed Services Support Center as a Part Time Service Desk Representative. The candidate will provide a critical role on the Managed Services Support team as the voice representing our services. In this role you will be responsible for answering incoming calls, answering emails, and following up with customers in accordance with company policies and procedures to solve customer issues and escalating issues to the next tier of support, when required. Our Managed Services Center team is the first point of contact for customers and should have a high level of commitment to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided.

This is a remote work position serving as a Tier-1 Help desk Technician scheduled for Part Time work. The typical work schedule is Sat and Sunday from 8:00AM to 4:00PM CST for a total of 16 hours per week . Personnel must, have dependable internet service, and have a quiet location free of noise and disruptions to perform these functions when working remote.

Functional duties include:

• Applicants must exhibit customer service skills which include the ability to communicate effectively, being action-oriented, exhibiting patience, taking ownership, managing time wisely and working effectively both independently and in a team environment.

• Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies

• Taking phone calls from end users, creating a ticket and working to categorize the request, helping them resolve the request or problem.

• Process tickets in accordance with provided processes and standard operating procedures

• Create, monitor and track and respond to tickets as assigned, using established tools

• Will support test events related to products and services. Knowledge, Skills and Abilities

• Familiar with service desk ticketing systems and terminology (incident, service request, change) is desired

• Ability to track and identify positive and negative trends

• Ability to recognize issues and problems needing escalation to higher tiered support

• Ability to follow processes and procedures outlined in sustainment documentation

• Must be technically inclined and experienced with browsers, mobile devices, laptops, personal computers and installing applications on all items

Other Desired Qualifications:

• Call center or other Help Desk related experience preferred

• Exposure to Active Directory or other Identity Access Management (IdAM) system is desired

• Experience installing applications on Windows, Mac, Android and Apple iOS devices

• Service now ticketing system experience

• Any IT certifications for MS Windows, Red Hat, AWS, MS Azure, are desired

Certification Requirements:

• DoD 8570 IAT-2 or higher (SEC+ or higher) compliance required

Qualifications:

• Minimum 1+ years related IT systems experience/exposure

• Must possess a Secret Clearance

• Candidate must have reliable internet services to ensure remote work actions can be performed. In the event of an ISP service outage, candidate must be able to find suitable internet service.

GDIT Is Our 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

The likely hourly rate for this position is between $18.70 - $25.30. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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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