DoS Technical Help Desk
About The Position
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
Requirements
- High School Diploma
- 3 or more years of related experience
- Demonstrated experience using technical troubleshooting techniques to assist customers with resolution
- An Interim Secret level clearance with an 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
- US Citizenship Required
Nice To Haves
- 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
Responsibilities
- 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
Benefits
- 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
- variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
