Help Desk Technician
About The Position
GDIT is seeking a Help Desk Technician to provide comprehensive IT assistance, consulting, and analytical support for customer operational maintenance activities. The role identifies, develops, and implements solutions for customer end-user issues, including technical and non-technical project requirements. The technician provides assistance and management reporting related to end-user IT queries and requests, collaboration tools, mobile devices, onboarding and offboarding, hardware and inventory management, shared mailboxes, and distribution lists. The role provides general end-user support, including testing and implementing technology refreshes and new technologies, preparing verification and validation documentation, troubleshooting and resolving reported issues, and creating and updating procedures, presentations, and training materials. It also supports Microsoft Teams conference rooms by managing calendar and access permissions, coordinating with third-party service desks, tracking incident escalations through resolution, validating patches and updates, managing vendor support for customer-specific systems, and reporting quarterly on room utilization. Mobile device responsibilities include supporting phones and tablets after EITS handoff and maintaining cradle-to-grave accountability. This includes ordering devices through ServiceNow, setup and configuration, phone activation, inventory tracking and documentation, and device excessing at the end of use. The position is onsite five days a week in DC, with a scheduled 40-hour workweek and no travel required.
Requirements
- 5 or more years of related experience.
- Demonstrated experience providing end-user IT assistance and related management reporting.
- Demonstrated ability to troubleshoot issues reported to an IT Support team and provide resolution.
- Demonstrated knowledge of and ability to use Microsoft Office 365 tools.
- US citizenship required.
Nice To Haves
- Bachelor of Arts or Bachelor of Science degree, or equivalent experience.
- Experience supporting Microsoft Teams collaboration and conference rooms.
- Experience supporting mobile devices, including phones and tablets.
- Skills in computer hardware and desktop computers.
Responsibilities
- Provide IT assistance, consulting, and analytical support for customer operational maintenance activities and end-user issues.
- Support end-user IT queries and requests, collaboration tools, onboarding and offboarding, hardware and inventory management, shared mailboxes, and distribution lists.
- Test and implement technology refreshes and new technology, and prepare associated verification, validation, and documentation.
- Troubleshoot issues reported to the customer’s IT Support team and provide resolutions.
- Write and update procedures, presentations, and training materials.
- Manage Microsoft Teams calendar scheduling and access permissions for conference rooms.
- Liaise with relevant third-party service desks.
- Manage and track user incident ticket escalations through resolution.
- Verify that OCIO-pushed patches and updates work properly and do not cause recurring issues for customer operations.
- Manage vendor maintenance and support for customer-specific hardware and software outside standard OCIO conference and collaboration support.
- Provide quarterly reports on conference room utilization.
- Support mobile phones and tablets after EITS handoff, maintaining cradle-to-grave accountability.
- Order mobile devices through ServiceNow; set up, configure, and activate devices; maintain inventory tracking and help desk documentation; and excess devices at end of use.
Benefits
- Medical plan options, including plans with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan with company match
- Flexible work weeks where possible
- Paid time off, including vacation, sick and personal time
- Paid holidays
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment coverage
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
