Service Desk Specialist - Secret Clearance Required

GD Information Technology•Arlington, TX

6d•Hybrid

About The Position

GDIT is seeking a customer service-focused Service Desk Specialist to provide timely, professional IT support in a fast-paced, ITIL-oriented environment. The role combines independent troubleshooting with collaboration across an IT team and regular interaction with end users and senior staff. The specialist explains technical concepts in user-friendly terms and delivers courteous, timely, and professional support to help customers accomplish their mission. The position supports a high-volume service desk and a large end-user community through an ITSM ticketing system, in-person support, phone, email, instant messaging, and voicemail. It includes troubleshooting and resolving computer hardware, software, network, and configuration issues; documenting and updating tickets and service desk materials; training users; and contributing to process improvements. The service desk operates 24x7x365, and the role may require shift flexibility, weekends, holidays, and after-hours on-call coverage as needed. The work location is TARC in Arlington, Virginia. Onboarding and transition require up to 45 days onsite. Telework may be considered based on performance and mission needs, and arrangements may change at management or government direction. Travel is less than 10%, and most team members do not regularly travel. The position is full-time, with 40 scheduled weekly hours.

Requirements

High school diploma.
At least 2 years of related experience.
Active CompTIA Security+ CE certification at start.
Active Secret security clearance at time of hire and ability to maintain it throughout employment.
U.S. citizenship.
Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
Experience with Outlook in an Exchange Server environment, remote-access tools, networked printers, Active Directory, ITSM ticketing systems such as ServiceNow or Remedy, SharePoint, DoD STIGs/IAVMs, ACAS, and an SCCM/MECM environment.
Obtain a relevant computing environment certification within 3 months of start if beginning with only Security+ CE, in accordance with contract requirements.
Excellent customer service, analytical, and troubleshooting skills.
Strong documentation, organizational, and collaborative skills.
Ability to support a fast-paced, ITIL-transitional environment.
Excellent verbal and written communication skills for support calls and emails.
Strong multitasking and time-management skills, including the ability to work under time constraints and handle last-minute requests.
Attention to detail and consistent follow-through to ensure issues are fully resolved.
Ability to quickly assimilate new information and motivation to learn new tools, processes, and requirements.
Ability to identify and articulate key information clearly and efficiently.
Ability to exercise discretion and independent judgment when handling issues.
Dependability, punctuality, responsiveness to direction, and willingness to seek feedback.
Ability to support any combination of first-, second-, or third-shift hours, weekends, and holidays as requested.

Nice To Haves

Associate or bachelor's degree.
ITIL 4 Foundation certification.

Responsibilities

Provide IT operations support using an ITSM ticketing system, resolving incidents and service requests without frequent escalation.
Troubleshoot computer systems, software, hardware, networks, configurations, and architectures through in-person support, phone, email, instant messaging, and voicemail.
Install, configure, modify, and repair computer hardware and software.
Train end users in the proper and efficient use of hardware and software.
Provide in-person and phone support to a large end-user community.
Create, update, assign, document, and resolve tickets with clear notes and customer communication within established SLAs.
Provide regular incident status updates and efficiently manage a high-volume ticket queue.
Monitor the help desk queue for new emails and create or assign tickets as appropriate.
Escalate tickets when needed and notify the team lead of VIP requests requiring additional resources or likely to delay resolution.
Document each ticket’s problem, solution, end user, start and completion times, and end-user satisfaction.
Record resolutions in enough detail to help other technicians resolve similar issues without extensive re-research.
Participate in team meetings, training sessions, and recurring ticket reviews.
Prepare and maintain service desk knowledge-base documentation, processes, guidelines, and reference materials.
Document and maintain as-built diagrams, SOPs, and job aids.
Support focus teams and specialized projects that promote process improvements and rapid issue resolution.
Analyze customer needs and recommend alternative solutions to improve efficiency and satisfaction.
Build customer and team trust through consistent, reliable support and identify opportunities to improve service delivery.
Support after-hours on-call coverage as needed and contribute to a 24x7x365 service desk as required by shift and coverage.
Periodically lift and move desktop hardware such as laptops, computers, and monitors.
Perform other duties as assigned.

Benefits

Medical plan options, some with Health Savings Accounts.
Dental plan options.
Vision plan.
401(k) plan with company match.
Paid time off, including vacation, sick, personal, and holiday leave.
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.
Wellness packages.
Full-flex work weeks where possible.
Professional development resources, including AI-powered career tools and learning opportunities.
Internal mobility support for career goals.