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
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 / 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 :
K 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
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