DoS Technical Help Desk Professional

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

SCA

Job Qualifications:

Skills:

Problem Resolution, Technical Troubleshooting, Troubleshooting

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. 

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Technical Help Desk Professional joining our team to support the Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program in Bossier City, LA.

At GDIT, we foster a people-centric environment. As a Technical Help Desk Professional supporting DoS, you will be trusted to work on diagnosing, resolving application issues, and providing appropriate solutions and will serve as the first point of contact for IT problem resolutions for the DoS service desk.

In this role, a typical day will include:

• Collaborating with the Department of State to solve simple to complex IT issues

• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalating tickets in accordance with existing SOPs, work instructions & knowledge articles

• Thoroughly documenting requests and incidents according to business processes and standard operating procedures (SOP).

• Documenting detailed, specific work notes regarding the interaction with the customer.

• Resolving technical problems and answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems

• ​Routing calls to product line specialists, application, or system support specialist when appropriate

• Your success will be measured through satisfactory attainment of customer service level agreements

WHAT YOU’LL NEED:

• High School Diploma

• 3 or more years of related experience

• ​Demonstrated experience using technical troubleshooting techniques to assist customers with resolution

• Ability to obtain and maintain a Secret Level Clearance

• Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (Satellite provided Internet Service will not qualify)

• Ability and willingness to work any shift during a 24/7/365 operation

• Louisiana residency within an approximate 60-mile radius of our Bossier City, LA facility

Work Environment:

• Remote opportunities available upon approval

EVEN BETTER IF YOU ALSO HAVE:

• HDI-SCA certification or ability and willingness to obtain within 1 year of hire

• ITIL Foundations v4 certification or ability and willingness to obtain within 1 year of hire

WHAT GDIT CAN OFFER YOU:

• 401K with company match

• Customizable health benefits packages

• Collaborative teams of highly motivated critical thinkers and innovators

• Internal mobility team dedicated to helping you own your career

• Rewards program for high-performing employees

Not sure this job’s the one for you? Check out our other openings at gdit.com/careers.

Applying for a career in GDIT’s Engagement Center is as easy as 1…2…3.   To learn more about GDIT’s Help Desk or Call Center positions and our candidate application process please call 833-GDIT-123.

#DoSEG #TSSCE #CEBOSSIERHD

The likely hourly rate for this position is between $23.34 - $31.58. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:<