Help Desk Specialist (remote position)
About The Position
We are GDIT, one of the largest IT and mission services providers to the government. We offer our customers the power of choice through a vast cloud ecosystem. GDIT is your place. You make it your own by bringing your passion for accelerating the cloud. By owning your opportunity at GDIT, you are helping to ensure our mission is never interrupted. At GDIT, people are our differentiator. As a task lead supporting Federal Energy Regulatory Commission (FERC), a typical day will include: Description Duties generally include but are not limited to the following: Answer and respond to customers' requests via phone and email Identify, research, and resolve customer issues Provide accurate and timely ticket documentation Meet and exceed required metrics and Service Level Agreements (SLAs) Provide timely updates and follow up to customers Escalate to internal representatives or system support specialists when appropriate Identify and appropriately communicate recurring problems Evaluates and prioritizes customer problems and complaints Comply with documented regulations, processes, and procedures Other responsibilities as may be required by management
Requirements
- Bachelor’s Degree
- 1+ year experience in help desk/call center environment
- Excellent oral and written communication skills
- Strong problem-solving skills
- Team player with a strong commitment to customer satisfaction
- US Citizenship Required
Nice To Haves
- HDI Customer Service Representative certification
- Experience with ServiceNow
- Knowledge with government clients/environments
Responsibilities
- Answer and respond to customers' requests via phone and email
- Identify, research, and resolve customer issues
- Provide accurate and timely ticket documentation
- Meet and exceed required metrics and Service Level Agreements (SLAs)
- Provide timely updates and follow up to customers
- Escalate to internal representatives or system support specialists when appropriate
- Identify and appropriately communicate recurring problems
- Evaluates and prioritizes customer problems and complaints
- Comply with documented regulations, processes, and procedures
- Other responsibilities as may be required by management
Benefits
- Medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- 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
- Variety of paid time off plans, including vacation, sick and personal time
- Holidays
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
