Service Desk Technician - TS/SCI with Polygraph

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Help Desk Support, Problem Solving, Troubleshooting

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

Transform technology into opportunity as a Service Desk Technician with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

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 Service Desk Technician joining our team to improve overall customer satisfaction.

HOW A SERVICE DESK TECHNICIAN WILL MAKE AN IMPACT

• Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
• Provides frontline support and act as the primary point of contact for large Government organization with diverse customers.
• Provides the highest quality customer care with every interaction. Require effective customer services skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes.
• Supporting a 24x7 world-class service center
• Provides first level support for inbound incidents and Service Requests
• Provide frontline phone and email support related to system and application issues
• High comfort level working with technology at a fast pace
• Ability to quickly route issues according to issue type and severity
• Good communication skills over the phone
• The ability to multi-task, specifically focused with creating support tickets in a web-based and troubleshoot while speaking to someone on the phone
• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. 
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. 
• Communicates promptly on progress. 
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. 
• Documents resolutions and updates self-help and staff knowledge bases. 
• Alerts management to recurring problems and patterns of problems
• Participates in special projects as required.

WHAT YOU’LL NEED TO SUCCEED:
● Education: Associates of Arts/Associates of Science or the equivalent combination of education, technical certifications or training, or work experience.
● Required Experience: 3+ years of related experience in helpdesk support and or networking

● Required Technical Skills: Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred 
● Security Clearance Level: TS/SCI with Polygraph
● Required Skills and Abilities:

• Shift schedule - needs to be flexible to support 24x7, 365 days. (possible shifts 6am-2pm, 2pm-10pm, 10pm-6am)

• Degree or equivalent work experience

• Experience working with helpdesk ticketing tools and knowledge base resources

• Experience troubleshooting Microsoft Desktop Operating Systems 

• Experience with server and or desktop virtualization

• Experience with networked storage 

● Preferred Certifications:

• CompTia Security+
• HDI Customer Help Desk Analyst 
• Microsoft Office Specialist 

● Location: On Customer Site
● US Citizenship Required

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

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:

None

Telecommuting Options:

Onsite

Work Location:

USA VA Chantilly

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 50 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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans