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Service Desk Analyst

3 months ago

Arlington, United States General Dynamics Information Technology Full time

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Help Desk

Job Qualifications:

Skills:

Help Desk Operations, IT Service Desk, Problem Solving, Technical Support, Troubleshooting

Certifications:

Security + - CompTIA

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. 

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.  We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Help Desk Specialist joining our team to support the National Guard activities at Arlington, VA.

At GDIT, people are our differentiator. We are seeking a customer service centered Service Desk Specialist to provide timely and professional Tier I-II support to users.  To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software.

  • Provide Tier 2 IT operations control support using ITSM ticketing system such ServiceNow in the form of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs.

  • Independently provides advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.

  • Train end users on the proper use of hardware and software.

  • Perform in-person customer service and phone support service to 4,000 end-user community.

  • Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.

  • Provide support and communication regarding status of incident troubleshooting and resolution.

  • Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily.

  • Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.

  • Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.

  • Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.

  • Support focus teams or specialized projects to promote rapid improvement turnaround.

  • Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.

  • Be part of a team that supports and operates a 24x7x365 Service Desk.

  • Ability to support a fast paced and ITIL transitional environment.

  • Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.

  • Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.

  • Ability to identify and articulate key information in an efficient and timely manner.

  • Ability to exercise discretion and independent judgment when handling situational occurrences.

  • Analyzes and recommends alternative solutions to meet customer needs.

  • Builds credibility and trust with customers and team members.

  • Identifies areas of opportunity to improve customer satisfaction. 

  • Must have excellent multi-tasking and time management skills.

  • Supports the team process and participates on cross-functional teams.

  • Responsible for handling after-hours on call support (when necessary).

  • Answer phones and respond to emails in a timely manner.

  • Participate in special projects as required.

  • Use ticketing system to:

  • Proactively check help desk queue for new emails and create and assign tickets for those emails.

  • Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.

  • Escalate tickets as needed.

  • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction. 

  • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.

  • Notify the team lead of all VIP requests for support that require additional resources which result in a delay of resolution.

  • Maintain current knowledge of relevant technologies as assigned.

  • May need to lift and carry desktop equipment such as laptops, computers, and monitors.

WHAT YOU’LL NEED TO SUCCEED:

  • AA and 5+ years of directly related experience supporting help desk operations or customer service.(will consider other combinations of years of experience and education)

  • Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe

  • Experience with:

    • Outlook Email Client in an Exchange Server Environment

    • Experience with remote access to users’ computers

    • Experience working with networked printers

    • Active Directory

    • Using a ticketing system (Service Now or Remedy)

    • SharePoint

    • DoD STIGs/IAVMs

    • ACAS

    • Experience working in an SCCM/MECM environment

  • Excellent business analytical and problem-solving/trouble shooting skills.  

  • Excellent customer service skills

  • Excellent documentation skills

  • Strong organizational and collaborative skills

  • Strong teamwork and engagement as a project team member.

  • Ability to assimilate information rapidly, motivated to self-study new requirements

  • Maintain current industry knowledge of relevant concepts; practices and procedures.

  • Able to work under time constraints 

  • Adapt to changes in requirements and new projects

  • Maintain and upgrade certifications

  • Willing to perform other duties as assigned

  • Required Technical Skills: IT experience supporting Help / Service Desk 

  • Certifications: Must have active/Current CompTIA Security+ ce certification upon start.  If you start only with a Security+ ce, continued employment will be contingent on receiving the Computing environment certification within 3 months after your start date. 

  • Security Clearance Level: Must have active SECRET Clearance and be able to maintain clearance.

  • Required Skills and Abilities: Superb communication skills; strong ability to multi-task.  Dependability, in that the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve.

  • Location: TARC Arlington, VA.  Onboarding/transition in period requires on-site support up to 45 days, if performance is good, telework can be considered.  Could change to full time on site on direction by management or government.

  • Shift: Mon-Fri 0600-1500).  Requires the ability to work any combination of hours (1st, 2nd, 3rd shift, weekends and holidays as requested).

Travel:  

  • Availability to travel, but less than 10%.  Most team members do not have to travel.

The likely hourly rate for this position is between $28.60 - $38.70. 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:

Less than 10%

Telecommuting Options:

Hybrid

Work Location:

USA VA Arlington

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.