Service Desk Specialist (M-F 0700-1600)

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Computer Hardware, Help Desk Support, Trouble Ticketing

Certifications:

None

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

Job Description

At GDIT, people are our differentiators. We are seeking a customer service centered Service Desk Specialist to provide timely and professional Tier II support to users.  

• Provide Tier 2 IT operations control support using ITSM ticketing system such ServiceNow in the form of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs.

• Independently provides advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.

• Train end users on the proper use of hardware and software.

• Perform in-person customer service and phone support service to 4,000 end-user community.

• Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.

• Provide support and communication regarding status of incident troubleshooting and resolution.

• Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily.

• Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.

• Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.

• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.

• Support focus teams or specialized projects to promote rapid improvement turnaround.

• Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.

• Be part of a team that supports and operates 24x7x365 Service Desk.

• Analyzes and recommends alternative solutions to meet customer needs.

• Builds credibility and trust with customers and team members.

• Identifies areas of opportunity to improve customer satisfaction. 

• Must have excellent multi-tasking and time management skills.

• Supports the team process and participates in cross-functional teams.

• Responsible for handling after-hours on call support (when necessary).

• Answer phones and respond to emails in a timely manner.

• Participate in special projects as required.

• Use the ticketing system to:

• Proactively check help desk queue for new emails and create and assign tickets for those emails.

• Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.

• Escalate tickets as needed.

• Ensure all tickets work include the problem, the solution, the end user, initiation and completion time, and end user satisfaction. 

• The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.

• Notify the team leader of all VIP requests for support that require additional resources which result in a delay of resolution.

• May need to lift and carry desktop equipment such as laptops, computers, and monitors.

WHAT YOU’LL NEED TO SUCCEED:

• Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe

• Experience with:

  • Outlook Email Client in an Exchange Server Environment

  • Experience with remote access to users’ computers

  • Experience working with networked printers

  • Active Directory

  • Using a ticketing system

  • SharePoint

  • DoD STIGs/IAVMs