Lead End User Assistance
About The Position
GDIT is seeking a qualified candidate to lead a team providing support to end users. The team identifies and implements solutions for issues related to a variety of business operations, including non-technical and technical project requirements. Team Lead responsibilities include: Works independently under limited supervision. Coach and guide other team professionals Serves as team or task lead. (Not a people manager) Serves as advisor to clients in assigned subject areas, recommends functional changes, and identifies areas for further General end user assistance includes: Provide customer IT Point of Contact support: specifically issue tracking, inventory, onboarding / off- boarding, and end user assistance. Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions. Review daily service desk notifications and transfer or escalate tickets when necessary. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users Maintains current knowledge of relevant technology as assigned
Requirements
- End Users
- Technical Support
- User Assistance
- 10 + years of related experience
- US Citizenship Required
- Position requires the ability to obtain a Public Trust, which requires US citizenship
- HS/GED, 8+ years of experience
Responsibilities
- Works independently under limited supervision.
- Coach and guide other team professionals
- Serves as team or task lead.
- Serves as advisor to clients in assigned subject areas, recommends functional changes, and identifies areas for further
- Provide customer IT Point of Contact support: specifically issue tracking, inventory, onboarding / off- boarding, and end user assistance.
- Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Review daily service desk notifications and transfer or escalate tickets when necessary.
- Respond to queries either in person or over the phone.
- Respond to email, IM messages (IM), and voicemail messages for customers seeking help.
- Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.
- Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users
- Maintains current knowledge of relevant technology as assigned
Benefits
- Our benefits package for all US-based employees includes a 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.
- To encourage work/life balance, GDIT offers employees 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.
- To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
- We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
