Service Desk Support Analyst
About The Position
General Dynamics Information Technology (GDIT) has opportunities for motivated, customer service oriented professionals to support the Department of Education (DoED) Pivot-I Program. The DoED is undertaking modernization of their environment and support, and GDIT will provide technical support and services for DoED on this new modernization effort. Join GDIT and be a part of the team of men and women supporting education in one of the most exciting service desk modernization programs as a Service Desk Support Analyst at our Bossier City location. As a Service Desk Support Analyst with GDIT, your typical day will include: Resolving technical issues and answering queries by telephone or self-service ticket in support of internal customer computer hardware, software, network, system/application access, and telecommunications systems Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records Routing calls to product line specialists, application, or system support specialist when appropriate Maintaining and updating records and tracking databases Alerting management to recurring issues and patterns of issues
Requirements
- High School Diploma or equivalent
- 1 or more years of Service Desk-related experience
- Demonstrated experience using ServiceNow
- HDI-SCA certification or ability and willingness to obtain within 60 days of hire
- Access to a quiet work environment free from distractions
- Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (satellite provided internet service will not qualify - Connection MUST be hardwired, wireless connections will not suffice
- US Citizenship
- Louisiana residency, living within a reasonable commuting distance (approximately 60 miles) of our Bossier City facility
Nice To Haves
- Associate's degree or equivalent and 1 yr of related experience(minimum of 3 or more years or related experience in lieu of degree)
- CompTIA A+ certification or ability and willingness to obtain w/i 90 days of hire
- ITIL Foundations v4 certification or ability and willingness to obtain w/i 180 days of hire
Responsibilities
- Resolving technical issues and answering queries by telephone or self-service ticket in support of internal customer computer hardware, software, network, system/application access, and telecommunications systems
- Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records
- Routing calls to product line specialists, application, or system support specialist when appropriate
- Maintaining and updating records and tracking databases
- Alerting management to recurring issues and patterns of issues
Benefits
- Full-flex work week to own your priorities at work and at home
- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
