NESD Help Desk Agent III - Charleston - SIPR

General Dynamics

299d • $23 - $32 • Remote

About The Position

Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure? Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so, General Dynamics Information Technology has an exciting opportunity for you. GDIT is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Navy Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

Requirements

• A high school diploma or equivalent
• 3 or more years of related experience
• Demonstrated experience supporting classified legacy NESD Help desk
• Must have an active SECRET government clearance
• Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire
• Ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24 X 7 help desk environment

Nice To Haves

• Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense - Ashore/ Afloat

Responsibilities

• Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

Benefits

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Rest and recharge with paid vacation and holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Transportation Equipment Manufacturing
• Education Level: High school or GED