SCITLS Help Desk Technician III

Help Desk Technician IIITransform technology into opportunity as a Help Desk Technician III 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.USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments.At GDIT, people are our differentiator. As a Help Desk Technician III you will help ensure today is safe and tomorrow is smarter. GDIT is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.How a Help Desk Technician III will make an impact:Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, ITSM, and walk-in requestsApplying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articlesThoroughly documenting requests and incidents according to business processes and standard operating proceduresDocumenting detailed, specific work notes regarding the interaction with the customerProviding case status updates to management and end-users according to service level guidelinesMaintaining a high level of courteous customer service at all timesCommunicating with customers at all levels of technical and non-technical skills setRequired qualifications:Technical training, certification(s) or degree; AND3 or more years of related experience (education may be substituted for experience)Active SECRET government clearanceIntermediate proficiency utilizing technical tools demonstrating a strong understanding of hardware, software, networks, and common IT applicationsDemonstrated experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy) managing user support requestsAbility to obtain an ITIL 4 Foundation certification within the first 9 months of employmentAbility to obtain a CompTIA A+, CND, or Security+ certification within 90 days of employmentAbility & willingness to work and adhere to any full-time shiftUS CitizenshipPreferred qualifications:Currently obtained ITIL 4 Foundation certificationCurrently obtained CompTIA A+, CND, or Security+ certificationWork environment:100% onsiteHours of operations: 24 hours a day, 7 days a weekGDIT is your place:401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidaysThe likely hourly rate for this position is between $26.44 - $35.78. 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: 40Travel required: NoneTelecommuting options: OnsiteWork location: USA NE Offutt AFBAdditional 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 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.Equal opportunity employer / individuals with disabilities / protected veterans