Service Desk Technician

Found in: Talent US C2 - 2 weeks ago

Newington, United States GDIT Full time
Job Description:

Deliver simple solutions to complex problems as a Service Desk Technician at GDIT. Here, you’ll tailor cutting-edge solutions to the unique requirements of our clients. With a career in application development, you’ll make the end user’s experience your priority and we’ll make your career growth ours. 
 
At GDIT, people are our differentiator. As a Service Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on the Service Desk Technician joining our team who specializes in identifying and diagnosing issues and problems.

The Service Desk Technician serves as the point of contact to support service users and customers reporting issues, requesting information, access, or other services. The Service Desk Technician specializes in delivering customer service through multiple channels including human, digital, self-service, and automated tools. Supports problem identification and resolution. Has the ability to identify, and diagnose issues, and problems, as well as provide solutions 

HOW A SERVICE DESK TECHNICIAN WILL MAKE AN IMPACT: 

  • Acts as the routine contact point, receiving and handling requests for support. Receives and handles requests for service, following agreed procedures. 

  • Promptly allocates calls as appropriate and be able to manage one or more customer service or service desk functions 

  • Logs incidents and service requests, and maintains relevant records.

  • Identifies and classifies incident types and service interruptions and records incidents cataloging them by symptom and resolution 

  • Acts under guidance to record and track reliability data for your services 

  • Systematically interprets user problems and identifies solutions and possible side effects. 

  • Uses experience to address user problems and interrogates database for potential solutions. 

  • Escalates complex or unresolved incidents and records and tracks issues from the outset to the conclusion. 

  • Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. 

  • Maintains records, informs users about the process and advises relevant persons of actions taken. 

  • Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. 

  • Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. 

  • Contributes to the creation of support documentation and assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. 

WHAT YOU’LL NEED TO SUCCEED: 

  • Education: BA/BS in Information Technology related field or the equivalent combination of education, technical training, or work/military experience. 

  • Required Experience: 1+ years of related experience Systems Administration on a Service Desk

  • Certification Requirements: DoD 8570.01 certification required: CompTIA Security+ CE, or higher  

  • Security Clearance Level: Must have fully adjudicated Top Secret-SCI security clearance; CI/Polygraph may be required after hire  

  • Location: On Customer Site in Newington, VA

  • US Citizenship Required due to clearance requirement.

 
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 and to solve real world problems

  • Rest and recharge with paid vacation and holidays 

#OpportunityOwned

#GDITCareers

#GDITLife,

#WeAreGDIT 

#ARMA

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA VA Newington

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