Service Desk Technician
7 days ago
GDIT is looking for enthusiastic and reliable professionals to be part of the GDIT/ARMA-GLOBAL Managed Services Support Center as a Part Time Service Desk Representative.
The candidate will play a crucial role on the Managed Services Support team as the main point of contact for our services.
In this position, you will handle incoming calls, respond to emails, and engage with customers following company protocols to address and escalate issues as necessary.
Our Managed Services Center team serves as the initial touchpoint for customers and requires a strong dedication to customer satisfaction and the ability to make timely and informed decisions based on provided guidance.
This role involves remote work as a Tier-1 Help Desk Technician for Part-Time hours.
The standard work hours are Saturdays and Sundays from 8:00 AM to 5:00 PM CST, totaling 16 hours per week.
Candidates must have reliable internet and a quiet workspace to fulfill their responsibilities effectively while working remotely.
Key responsibilities include:
- Demonstrate strong customer service skills, effective communication, patience, ownership, time management, and teamwork.
- Deliver services to enhance customer satisfaction and operational efficiency.
- Handle end-user phone calls, create tickets, categorize requests, and assist in resolving issues.
- Process tickets following defined procedures and standard protocols.
- Monitor, track, and respond to assigned tickets using established tools.
- Support test events related to products and services.
- Be familiar with service desk ticketing systems and terminology.
- Identify trends, escalate issues to higher support levels, and follow documented processes and procedures.
Additional Qualifications:
- Preferred experience in call center or Help Desk environments.
- Familiarity with Active Directory or other Identity Access Management systems.
- Experience in application installations on multiple platforms (Windows, Mac, Android, Apple iOS).
- Experience with ServiceNow ticketing system.
Certification Requirements:
DoD 8570 IAT-2 or higher compliance (SEC+ or higher) is mandatory
- Minimum of 1+ year(s) relevant IT systems experience.
- Must hold a Secret Clearance.
- Need to have dependable internet service for remote work.
Why GDIT:
- 401K with company match.
- Comprehensive health and wellness benefits.
- Internal mobility team dedicated to your career advancement.
- Professional growth opportunities, including education and certifications.
- Access to cutting-edge technologies for learning.
Key Requirements Include 1+ years of related experience. Certification in CompTIA - Security+. Less than required travel. U.S. Citizenship mandatory.
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