Information Technology Help Desk Technical Support

Helpdesk Technician
Transform technology into opportunity as a Helpdesk 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 Computer Operator/Analyst you will help ensure today is safe and tomorrow is smarter.

HOW A HELPDESK TECHNICIAN WILL MAKE AN IMPACT:

Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority.
Performs user account management per the Account Management Plan.
Performs advanced software installations and upgrades to operating systems and layered software packages.
Supports developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.
Provides technical assistance and support related to computer systems, hardware, and software; Provides system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.
Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
Collects and evaluates incident reporting practices and operations.
Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
Knowledge of Network connectivity troubleshooting, cable management, and fiber termination technologies.
Will be responsible to assist in managing and modernizing LAN cabling.
Maintaining and updating records and tracking databases.
Security Clearance Level: TS/SCI clearance and ability to obtain and maintain a Polygraph
Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow
Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team
Location: On Customer Site
Growth: AI-powered career tool that identifies career steps and learning opportunities Support: An internal mobility team focused on helping you achieve your career goals Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.