Service Desk Specialist (M-F 0700-1600)
About The Position
At GDIT, people are our differentiators. We’re seeking a customer-focused Tier II Service Desk Specialist who thrives in a collaborative team environment and excels at problem-solving. The ideal candidate will provide technical support and troubleshooting services for IT systems, software, and hardware, while maintaining high levels of customer service and professionalism. Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician III and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. Provide Tier 2 IT operational support using ITSM tools like ServiceNow, resolving incidents and service requests independently. Deliver end-user training on hardware/software usage. Manage and resolve a high volume of support tickets (50–100 daily) aligned with service level agreements (SLAs). Communicate resolutions and status updates effectively to users and senior staff. Create and maintain documentation, including knowledge base articles, SOPs, and application reference guides. Participate in meetings, training, and specialized projects. Handle after-hours on-call support as required. Support 24x7x365 Service Desk operations. Manage tickets: assignment, escalation, and thorough documentation for seamless resolution replication.
Requirements
- High School Diploma. Associate or bachelor’s preferred
- 2+ years of related experience
- Proficient in MS Office, Internet Explorer, SharePoint, Java, Adobe Acrobat, and Outlook in Exchange Server environments.
- Experience with Active Directory, networked printers, SCCM/MECM, remote support tools, ITSM ticketing systems (e.g., ServiceNow).
- Knowledge of DoD STIGs/IAVMs and ACAS.
- Active SECRET clearance required, with ability to maintain.
- US citizenship required
Nice To Haves
- Call Support
- Communication
- Computer Hardware
- Customer Satisfaction
- Trouble Ticketing
Responsibilities
- Provide Tier 2 IT operational support using ITSM tools like ServiceNow, resolving incidents and service requests independently.
- Deliver end-user training on hardware/software usage.
- Manage and resolve a high volume of support tickets (50–100 daily) aligned with service level agreements (SLAs).
- Communicate resolutions and status updates effectively to users and senior staff.
- Create and maintain documentation, including knowledge base articles, SOPs, and application reference guides.
- Participate in meetings, training, and specialized projects.
- Handle after-hours on-call support as required.
- Support 24x7x365 Service Desk operations.
- Manage tickets: assignment, escalation, and thorough documentation for seamless resolution replication.
Benefits
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay and paid time off
- Variety of medical plan options, some with 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, 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 are provided or available.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
