Service Desk Technician - TS/SCI with Polygraph

$59,488 - $80,496/Yr

GD Information Technology, Inc. - Chantilly, VA

Full-time - Entry Level

Remote - Chantilly, VA

10,001+ employees

About the position

As a Service Desk Technician at GDIT, you will play a crucial role in providing technical support and troubleshooting for a large government organization. This position focuses on enhancing customer satisfaction by delivering high-quality service and support for network, desktop, and systems hardware and software. You will be part of a 24x7 service center, ensuring that issues are resolved efficiently and effectively while maintaining communication with customers throughout the process.

Responsibilities

• Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Acts as the primary point of contact for a large government organization with diverse customers.
• Delivers the highest quality customer care with every interaction.
• Handles inbound incidents and service requests, providing first-level support via phone and email.
• Tracks incidents and requests from identification through resolution, ensuring a quality end-to-end customer experience.
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding application software products and/or infrastructure components.
• Engages other service desk resources or appropriate service resources to resolve incidents beyond their scope.
• Documents resolutions and updates self-help and staff knowledge bases.
• Alerts management to recurring problems and patterns of problems.
• Participates in special projects as required.

Requirements

• 3+ years of related experience in helpdesk support and/or networking.
• Associates of Arts/Associates of Science or equivalent combination of education, technical certifications, or training.
• Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred.
• Ability to work rotating shift-work, flexible to support 24x7, 365 days.

Nice-to-haves

• CompTia A+
• CompTia Server+
• CompTia Network+
• HDI Customer Help Desk Analyst
• Microsoft Office Specialist

Benefits

• 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
• Paid vacation and holidays