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NESD Help Desk Agent III

3 months ago

New Orleans, United States General Dynamics Information Technology Full time

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Help Desk

Job Qualifications:

Skills:

Call Center, Critical Thinking, Customer Service, Information Technology (IT) Services, Standard Operating Procedure (SOP)

Certifications:

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure?  Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so, General Dynamics Information Technology has an exciting opportunity for you.

GDIT is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals.  Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Navy Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions.  This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction.  If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

RESPONSIBILITIES

A day in the life of a Help Desk Technician III with GDIT includes:

  • 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

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

General experience:

  • Intermediate level of technical experience with software
  • Experience providing support via remote tools
  • Demonstrated root-cause analysis skills


Specialized experience:

  • Experience in analyzing and troubleshooting military software systems preferred

WHAT WE ARE LOOKING FOR

You MUST have:

  • A high school diploma or equivalent; AND
  • 3 or more years of related experience
  • Demonstrated experience supporting classified legacy NESD Help desk
  • Must have an active SECRET government clearance
  • Ability and willingness to obtain an 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, 24 X 7 help desk environment

We PREFER you have:

  • Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense – Ashore/ Afloat

#NOLAHelpDesk #TSSCE

The likely hourly rate for this position is between $21.97 - $36.70. 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.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Onsite

Work Location:

USA LA New Orleans - 2021 Lakeshore Dr. (LAS009)

Additional Work Locations:

Total Rewards at GDIT:

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. 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.