Helpdesk Technician

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret/SCI

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Suitability:

Public Trust/Other Required:

SSBI (T5)

Job Family:

Systems Administration

Job Qualifications:

Skills:

Computer Literacy, Computer Systems, Customer Service, End Users, Help Desk Support

Certifications:

CompTIA - Security+ CE - CompTIA

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

Service Desk Technician 
 
Deliver simple solutions to complex problems as a Service Desk Technician at GDIT. Here, you’ll tailor cutting-edge solutions to the unique requirements of our clients. With a career in application development, you’ll make the end user’s experience your priority and we’ll make your career growth ours. 
 
At GDIT, people are our differentiator. As a Service Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on the Service Desk Technician joining our team who specializes in identifying and diagnosing issues and problems. The Service Desk Technician serves as the point of contact to support service users and customers reporting issues, requesting information, access, or other services. The Service Desk Technician 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 

 

 

HOW A SERVICE DESK TECHNICIAN WILL MAKE AN IMPACT 

• Able to manage one or more customer service or 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 the outset to the 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 investigation and diagnosis 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 the creation of support documentation