General Dynamics-posted 4 months ago
$30 - $38/Yr
Full-time • Mid Level
Remote • Falls Church, VA
5,001-10,000 employees
Professional, Scientific, and Technical Services

Transform technology into opportunity as a Help Desk Technician V with GDIT, where a career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT, you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate as we provide enterprise IT operations and maintenance (O&M) services for the Department of Homeland Security's (DHS) automated biometric identification system (IDENT) and the Office of Biometric Identity Management (OBIM) to store, match, share, and analyze biometric and biographic data in support of DHS's strategic mission. At the most critical moments of change, we're there - bringing the resources, solutions, and expertise to help our clients take on some of the world's biggest challenges - and GDIT is excited to offer you a unique opportunity to join a best performing O&M team supporting one our nation's most critical national security, law enforcement, immigration and border management, and intelligence missions. With a career in Information Technology at GDIT, you'll make the end user's experience your priority and we'll make your career growth ours.

  • Create, analyze, research, and resolve Tier 2 biometric incidents submitted by our customers
  • Ticket creation and documentation using ServiceNow
  • Respond to customer requests via email and/or telephone answering system
  • Liaise with the government client on biometric issues
  • Assist on technical bridges for biometric service and system outages
  • Evaluate changes in biometric methodology and create supporting knowledge articles
  • Education: AA/AS
  • Required Experience: 5+ years of relevant experience
  • Required Technical Skills: strong knowledge of ServiceNow or other ITSM ticketing systems, beyond the basic ticket creation level
  • Security Clearance Level: Public Trust (DHS HQ EOD required to start; must be able to obtain DHS HQ Final Suitability)
  • Required Skills and Abilities: applied research experience on multiple complex work assignments, broad in nature and requiring originality and innovation
  • AA/AS and 8+ years of relevant experience (or equivalent combination of education, technical certifications or training, and relevant experience)
  • Degree in computer engineering, computer science, information systems, or related technical discipline
  • Experience providing Tier 2 Service Desk support
  • Strong biometric research techniques and methodologies
  • Experience researching and creating detailed knowledge articles for team use and resolution of customer requirements
  • Ability to apply complex research skills to resolve customer issues
  • Strong skills to facilitate and document a technical bridge as expediently as possible
  • Strong leadership and client relation skills
  • Ability to manage time, and to work on a team or independently
  • Knowledge of Active Call Directory functions and software tools
  • Certification: ITIL Foundations v3 or v4
  • 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 holiday
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