Service Desk Specialist (Shift M-F 0700-1600)

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Interim Secret

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

Help Desk

Job Qualifications:

Skills:

Customer Service, Help Desk Operations, IT Service Desk, IT Troubleshooting, Technical Support

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. 

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.  We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Help Desk Specialist joining our team to support the National Guard activities at Arlington, VA.

At GDIT, people are our differentiator. We are seeking a customer service centered Service Desk Specialist to provide timely and professional Tier II support to users.  To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software.

• 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 a 24x7x365 Service Desk.

• Ability to support a fast paced and ITIL transitional environment.

• Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.

• Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.

• Ability to identify and articulate key information in an efficient and timely manner.

• Ability to exercise discretion and independent j