Help Desk Technical Support - Shift Wednesday - Sunday, 3:00pm -11:30pm- US Citizenship required
About The Position
GDIT is seeking a Help Desk Specialist for 24x7x365 service desk support for a Federal customer in Washington, DC. This position is under an IT modernization and sustainment program within a component agency of the Department of Homeland Security (DHS). This position will report directly to the Service Desk Manager or a Shift Lead. In order to more effectively achieve its mission objectives, the component agency must provide technical support to end users to ensure systems are operating with optimal performance, security, and usability. The candidate will conduct all necessary technical Service Desk support activities to ensure systems are strong, robust, and perform up to standard. The work shift is Wednesday - Sunday, 3:00pm -1130pm and candidate must be onsite The work location is near Gallery Place Metro station or Metro Center in Washington, DC. HOW JOB TITLE WILL MAKE AN IMPACT The Help Desk Specialist will: Provide user support and customer service on company supported computer applications and platforms, use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests, troubleshoot issues and advise on appropriate action, ensure prompt resolution of issues, escalate issues to Tier 2 or shift lead, track all issues to closure, respond to user requests via phone and email. WHAT YOU’LL NEED TO SUCCEED The applicant must have a technical background Experience working on service desk teams supporting IT services (Desired) Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc… (Desired) The ability to resolve technical and other types of issues with little oversight Strong oral and written communications skills Technical certifications (Desired) 3 years relevant experience with an Associates degree or in lieu of a degree is acceptable Technical degree preferred Contract requires US Citizenship and the candidate must be able to obtain a public trust.
Requirements
- The applicant must have a technical background
- The ability to resolve technical and other types of issues with little oversight
- Strong oral and written communications skills
- 3 years relevant experience with an Associates degree or in lieu of a degree is acceptable
- Technical degree preferred
- Contract requires US Citizenship and the candidate must be able to obtain a public trust.
Nice To Haves
- Experience working on service desk teams supporting IT services
- Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc…
- Technical certifications
Responsibilities
- Provide user support and customer service on company supported computer applications and platforms
- Use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests
- Troubleshoot issues and advise on appropriate action
- Ensure prompt resolution of issues
- Escalate issues to Tier 2 or shift lead
- Track all issues to closure
- Respond to user requests via phone and email
Benefits
- 401K 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
