NESD Help Desk Agent II - New Orleans

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 Help Desk Technician II joining our team to support the Department of the Navy Enterprise Service Desk (NESD) activities at our New Orleans, LA facility.

At GDIT, we foster a people-centric environment. As a Help Desk Technician II supporting NESD, you will be trusted to assist customers by researching technical issues, exploring answers, and providing information and alternative solutions through a variety of methods including phone, email, chat, and enterprise ITSM.

In this role, a typical day will include :

• Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

As a well-qualified candidate for this role, you :

• Have demonstrated root-cause analysis skills
• An ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24x7 help desk environment

QUALIFICATIONS

To qualify for this role, YOU MUST have :

• A high school diploma or equivalent; AND
• 2 or more years of related technical experience
• An ability and willingness to obtain and maintain a SECRET government clearance
• An ability and willingness to obtain an ITIL Foundations v 4 or HDI-SCA certification within 90 days of hire
• An ability and willingness to work on-site, as required
• Louisiana residency, living within a reasonable driving distance of our New Orleans facility (approximately 60 miles)
• US Citizenship

Even BETTER if you have :

• Demonstrated experience with Navy Applications or Service Desks such as Navy , LOG IT, NIS, NCORS, NEST / RAPT, or NAVSUP BSC
• An active SECRET clearance
• An ITIL Foundations v 4 or HDI-SCA

WHAT GDIT CAN OFFER YOU :

• K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

Not sure this job’s the one for you?