Service Desk Technician

Req ID: RQ224004

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph

Public Trust/Other Required: None

Job Family: IT Infrastructure and Operations

Skills:

Customer Service,Microsoft Active Directory Management,Microsoft Windows,Security Requirements,Troubleshooting

Certifications:

CompTIA Security+ CE | CompTIA - CompTIA

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

The Service Desk Technician specializes in identifying and diagnosing issues and problems. Serves as the point of contact to support service users and customers reporting issues, requesting information, access or other services. 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.

WHAT YOU WILL DO:

• Able to manage multiple customer service and service desk functions

• Receives and handles requests for service, following agreed procedures.

• Promptly allocates calls as appropriate.

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

• Identifies and classifies incident types and service interruptions

• 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.

• Records and tracks issues from outset to 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.

• Acts as the routine contact point, receiving and handling requests for support.

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

• Provides first line troubleshooting and resolution for a variety of customer issues and promptly allocates unresolved issues as appropriate.

• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.

• Contributes to creation of support documentation

WHAT YOU WILL NEED:

Experience Requirements

• 2+years of related work experience

Education Requirements

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

Certification Requirements

• DoD 8570.01 certification required – Security+ CE or higher

Security Requirements

• Must have fully adjudicated Top Secret-SCI security clearance

• CI/Polygraph may be required after hire

• Work location is Newington VA so not a remote role

WHAT GDIT CAN OFFER:

• 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 apply to solve real-world problems.

• Rest and recharge with paid vacation and holidays

#armajobs

The likely salary range for this position is $89,250 - $120,750. 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.

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 Identity 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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans