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IT Help Desk Specialist

2 months ago

Home Office, United States General Dynamics Information Technology Full time
GDIT is seeking a Technical Help Desk Support Specialist to support the Centers for Disease Control and Prevention (CDC) Service Desk in Atlanta, GA. In this role, you will troubleshoot technical problems and advise users on the appropriate action for resolution on a wide range of technologies and issues.

Work Visa sponsorship will not be provided for this role.

This position will cover the weekend shift, Thursday- Friday, 12 PM-9PM and Saturday-Sunday, 5 PM-6AM.

HOW A TECHNICAL HELP DESK SUPPORT SPECIALIST WILL MAKE AN IMPACT:
  • Provide outstanding customer support assistance via phone and email in Windows 7, 10 and MAC environments
  • Take incoming customer requests over the telephone, log calls into the ticket tracking system and resolve the technical issues in a timely manner
  • Meet SLAs in a high-volume call center environment
  • Utilize solid MS Office application experience to troubleshoot customer issues
  • Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems
  • Perform some network administration tasks, including creating new users, assigning rights, and resetting passwords in Active Directory
  • Troubleshoot desktops, laptops, tablets, and mobile devices, including Android, iPhone or iOS device, and Apple/Mac
  • Troubleshoot other emerging technologies, such as MS Teams, Smart Card/CAT card support, and SecurID


WHAT YOU WILL NEED TO SUCCEED:

Education: High School Diploma

Required Experience: Minimum of two years IT related experience

Required Technical Skills:
  • Two years troubleshooting hardware and software, and connectivity issues
  • Professional customer service skills with the ability to translate technical findings
  • Minimum of two years of IT Helpdesk/User Support experience (preferably in a high-volume IT call center environment)
  • Familiarity with a SLA-driven environment
  • Experience troubleshooting Windows 10
  • Experience supporting MS Outlook
  • Experience troubleshooting general networking, wireless, and connectivity problems, including remote desktop and VPN
  • Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices, including Android, iPhone or iOS device, Apple/Mac, and any new emerging technologies
  • Software knowledge/experience with Active Directory, MS Edge, and Adobe
  • Experience with a Ticketing System; preferably ServiceNow


Security Clearance: Must be able to obtain a CDC clearance

Required Skills and Abilities:
  • Highly skilled in multi-tasking
  • Excellent communication skills
  • Excellent critical thinking skills
  • Impeccable attendance record


Preferred Skills:
  • Knowledge in Citrix, Smart Card/CAT card support, Zscaler, and SecurID
  • Any related technical certifications, such as HDI Help Analyst Certification (HDA) or CompTIA A+


Location: 100% remote

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

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Years of Experience
2 + years of related experience

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

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Certification

Travel Required
None

Salary and Benefit Information
The likely hourly rate for this position is between $16.56 - $18.69. 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.
View information about benefits and our total rewards program.
About Our Work

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.

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.