Service Desk Specialist (Shift Mon-Fri 6am - 3pm)

General Dynamics • Arlington, VA

298d • $24 - $33 • Remote

About The Position

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that's important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can't turn into opportunity. And our work depends on a Service Desk Specialist joining our team. At GDIT, people are our differentiator. We are seeking a customer service centered Service Desk Specialist to provide timely and professional Tier II support to users. To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

Requirements

• 1+ years of related experience on Service Desk.
• Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe.
• Experience with Outlook Email Client in an Exchange Server Environment.
• Experience with remote access to users' computers.
• Experience working with networked printers.
• Active Directory experience.
• Using a ticketing system (Service Now or Remedy).
• Experience working in an SCCM/MECM environment.
• Must have active/Current CompTIA Security+ ce certification upon start.
• High School Diploma; AA/AS/BA/BS preferred.

Nice To Haves

• Excellent business analytical and problem-solving/trouble shooting skills.
• Excellent customer service skills.
• Excellent documentation skills.
• Strong organizational and collaborative skills.
• Strong teamwork and engagement as a project team member.
• Ability to assimilate information rapidly, motivated to self-study new requirements.
• Maintain current industry knowledge of relevant concepts; practices and procedures.
• Ability to support a fast paced and ITIL transitional environment.
• Ability to demonstrate excellent communication skills, both verbal and written.

Responsibilities

• Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Respond to email, IM messages, and voicemail messages for customers seeking help.
• Install, modify, and repair computer hardware and software.
• Provide Tier 1-2 IT operations control support using ITSM ticketing system such ServiceNow.
• Independently provide advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.
• Train end users on the proper use of hardware and software.
• Perform in-person customer service and phone support service to 4,000 end-user community.
• Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
• Provide support and communication regarding status of incident troubleshooting and resolution.
• Efficiently handle high volume ticket queue by supporting 50 - 100 tickets daily.
• Actively participate in all meetings such as weekly staff meetings, weekly training, and Weekly Ticket Tag-Up.
• Prepare accurate documentation to support and maintain a working knowledge base of service desk processes.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Support focus teams or specialized projects to promote rapid improvement turnaround.
• Build credibility and trust with customers and team members.
• Identify areas of opportunity to improve customer satisfaction.
• Handle after-hours on call support when necessary.
• Participate in special projects as required.

Benefits

• Medical plan options, some with Health Savings Accounts.
• Dental plan options.
• Vision plan.
• 401(k) plan with company match.
• Full flex work weeks where possible.
• Paid time off plans including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• Short and long-term disability benefits.
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.

What This Job Offers

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