Service Desk Support Analyst

Service Desk Support Analyst

General Dynamics Information Technology (GDIT) has opportunities for motivated, customer service oriented professionals to support the Department of Education (DoED) Pivot-I Program. The DoED is undertaking modernization of their environment and support, and GDIT will provide technical support and services for DoED on this new modernization effort. Join GDIT and be a part of the team of men and women supporting education in one of the most exciting service desk modernization programs as a Service Desk Support Analyst at our Bossier City location.

As a Service Desk Support Analyst with GDIT, your typical day will include:

• Resolving technical issues and answering queries by telephone or self-service ticket in support of internal customer computer hardware, software, network, system/application access, and telecommunications systems
• Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records
• Routing calls to product line specialists, application, or system support specialist when appropriate
• Maintaining and updating records and tracking databases
• Alerting management to recurring issues and patterns of issues

Required Qualifications:

• High School Diploma or equivalent
• 1 or more years of Service Desk-related experience
• Demonstrated experience using ServiceNow
• HDI-SCA certification or ability and willingness to obtain within 60 days of hire
• Access to a quiet work environment free from distractions
• Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (satellite internet service is not acceptable. Connection MUST be hardwired, wireless connections will not suffice)
• US Citizenship
• Louisiana residency, living within a reasonable commuting distance (approximately 60 miles) of our Bossier City facility

Preferred Qualifications:

• Associate's degree or equivalent and 1 yr of related experience (minimum of 3 or more years or related experience in lieu of degree)
• CompTIA A+ certification or ability and willingness to obtain w/i 90 days of hire
• ITIL Foundations v4 certification or ability and willingness to obtain w/i 180 days of hire

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home
• 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

The likely hourly rate for this position is between $18.22 - $23.00. 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: Hybrid

Work Location: USA LA Bossier City

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.

Our Identify Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 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 mission-ready capabilities in AI, cloud, cyber and software development.