Help Desk Technician

Public Trust: NACI (T1)

Requisition Type: Regular

Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by delivering solutions that improve citizen services millions depends on.

Job Description

HELP DESK TECHNICIAN I

Transform technology into opportunity as a Help Desk Technician I 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.

• Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routing issues.
• Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.
• Capable of using a computer system to track questions and answers, as well as enter orders. Responds to inquiries requiring a written response with the use of standard or form letters.
• Provide technical audiovisual, multi-media, and video support services for meetings, conferences, training sessions, and other events
• Assist in the setup, installation, testing, operation, and maintenance of equipment for audio and video conferencing and teleconferencing meeting needs
• Assist with audio visual system deployments including hardware and software configuration
• Conducts sound, visual, and performance quality checks on AV equipment
• Assist in operating sound and visual equipment during live events
• Performs maintenance actions including inspections, service contracts, and upgrades
• Monitors VTC equipment and system performance to ensure satisfactory operation
• Troubleshoots hardware, software, infrastructure and Enterprise problems
• Install video switching devices, media converters, wall monitors/televisions, and video control devices that support AV systems
• Provides technical assistance and training to users
• Participates in special projects as required
• May provide guidance and work leadership to less-experienced staff members. Resolves more complex issues submitted by less-experience Specialists. Participates in special projects as required.

Position Requirements

• 1+ years of related customer support, call center or help desk experience.  
• Provide weekend and holidays coverage as needed.
• Requires a High School Diploma or GED. Associates Degree preferred.
• ITIL Foundation Certified (Preferred).
• HDI CSR Certified (Preferred).
• Must be able to obtain/retain an FAA PIV badge (Mandatory).

FAVES Citizenship Requirements - 3.14-3 Foreign Nationals as Contractor Employees (April 2008)

• Each contractor or subcontractor employee under this contract having access to FAA facilities, sensitive information, or resources must be a citizen of the United States of America, or an alien who has been lawfully admitted for permanent residence as evidenced by Alien Registration Receipt Card Form I-151, or who presents other evidence from the U.S. Citizenship and Immigration Service that employment must not affect his/her immigration status.
• Aliens and foreign nationals proposed under this contract must meet the following conditions in accordance with FAA Order 1600.72A, chapter 5, paragraph 7 & 8:
• Must have resided within the United States for three (3) of the last five (5) years unless a waiver of this requirement is requested and approved in accordance with the requirements stated in FAA Order 1600.72A, chapter 5, paragraph 9;
• A risk or sensitivity level designation can be made for the position; and
• The appropriate security-related background investigation/inquiry can be adequately conducted. (c) Interim suitability requirements may not be applied unless the position is low/moderate in risk, and/or temporary, and/or is not in a critical area position.

HOW A HELP DESK TECHNICIAN I WILL MAKE AN IMPACT
● Provides technical support and troubleshooting to voice and AV systems, hardware, and software.

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
● Rest and recharge with paid vacation and holidays

Work Requirements

Years of Experience

1 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%