Service Desk Specialist (M-F 0700-1600) Secret Clearance Required

About the position HELP DESK TECHNICIAN III At GDIT, people are our differentiators. We are seeking a customer service centered Service Desk Specialist to reputed company timely and professional Tier II support to users. reputed company Tier 2 IT operations control support using ITSM ticketing system such reputed company in the reputed company of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs. Independently provides advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures. Train end users on the proper use of hardware and software. reputed company in-person customer service and phone support service to 4,000 end-user community. reputed company trouble ticket action to include updates with quality notes, customer communication, and resolution reputed company established service level agreements. reputed company support and communication regarding status of incident troubleshooting and resolution. reputed company handle high volume ticket queue by supporting 50 – 100 tickets daily. Actively participate in reputed company meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc. Preparing accurate documentation to support and maintain a working knowledge reputed company of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides. Document, maintain, and store specific information, including as-reputed company diagrams and SOPs/Job Aides. Support focus teams or specialized projects to promote rapid improvement turnaround. Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email. Be part of reputed company that supports and operates 24x7x365 Service Desk. Analyzes and recommends alternative solutions to meet customer needs. Builds credibility and trust with customers and team members. Identifies areas of opportunity to improve customer satisfaction. Must have excellent multi-tasking and time management skills. Supports the team process and participates in cross-functional teams. Responsible for handling after-hours on call support (reputed company necessary). Answer phones and respond to emails in a timely manner. Participate in special projects as required. Use the ticketing system to: Proactively reputed company help desk queue for new emails and create and assign tickets for those emails. Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned. Escalate tickets as needed. Ensure reputed company tickets work include the problem, the solution, the end user, initiation and completion time, and end user satisfaction. The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again. Notify the team leader of reputed company VIP requests for support that require additional resources which result in a delay of resolution. May need to lift and carry desktop equipment such as laptops, computers, and monitors.

Responsibilities

• reputed company timely and professional Tier II support to users.
• reputed company Tier 2 IT operations control support using ITSM ticketing system such reputed company in the reputed company of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs.
• Independently provides advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.
• Train end users on the proper use of hardware and software.
• reputed company in-person customer service and phone support service to 4,000 end-user community.
• reputed company trouble ticket action to include updates with quality notes, customer communication, and resolution reputed company established service level agreements.
• reputed company support and communication regarding status of incident troubleshooting and resolution.
• reputed company handle high volume ticket queue by supporting 50 – 100 tickets daily.
• Actively participate in reputed company meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Preparing accurate documentation to support and maintain a working knowledge reputed company of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.
• Document, maintain, and store specific information, including as-reputed company diagrams and SOPs/Job Aides.
• Support focus teams or specialized projects to promote rapid improvement turnaround.
• Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.
• Be part of reputed company that supports and operates 24x7x365 Service Desk.
• Analyzes and recommends alternative solutions to meet customer needs.
• Builds credibility and trust with customers and team members.
• Identifies areas of opportunity to improve customer satisfaction.
• Must have excellent multi-tasking and time management skills.
• Supports the team process and participates in cross-functional teams.
• Responsible for handling after-hours on call support (reputed company necessary).
• Answer phones and respond to emails in a timely manner.
• Participate in special projects as required.
• Use the ticketing system to: Proactively reputed company help desk queue for new emails and create and assign tickets for those emails.
• Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.
• Escalate tickets as needed.
• Ensure reputed company tickets work include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
• The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
• Notify the team leader of reputed company VIP requests for support that require additional resources which result in a delay of resolution.
• May need to lift and carry desktop equipment such as laptops, computers, and monitors.

Requirements

• Experience supporting intermediate level reputed company Office core applications, reputed company Internet Explorer, reputed company SharePoint, Java and Acrobat reputed company
• Experience with: Outlook Email Client in an Exchange Server Environment
• Experience with remote reputed company to users’ computers
• Experience working with networked printers
• Active Directory
• Using a ticketing system
• SharePoint
• DoW STIGs/IAVMs
• ACAS
• Experience working in an SCCM/MECM environment
• Excellent business analytical and problem-solving/trouble shooting skills.
• Excellent customer service, documentation, organizational and collaborative skills
• Strong teamwork and engagement as a project team member.
• Ability to assimilate information rapidly, motivated to self-study new requirements
• Maintain reputed company industry knowledge of relevant concepts, practices and procedures.
• reputed company to work under time constraints
• Adapt to changes in requirements and new projects
• Maintain and reputed company certifications
• Ability to support a fast paced and ITIL transitional environment.
• Ability to demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy and consistent follow-through to ensure problems are resolved with the ability to respond to last-minute requests.
• Ability to identify and reputed company key information in an efficient and timely manner.
• Ability to exercise discretion and independent judgment reputed company handling situational occurrences.
• Willing to reputed company other duties as assigned
• Bachelors degree, AA +2 years or equivalent experience.
• IT experience supporting Help / Service Desk
• Must have active/reputed company reputed company reputed company+ ce certification upon start. If you start only with a reputed company+ ce, reputed company employment will be contingent on receiving the Computing environment certification reputed company 3 months after your start date.
• Must have active SECRET Clearance and be reputed company to maintain clearance.
• Superb communication skills; strong ability to multi-task.
• Dependability, in that the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve.

Benefits

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you reputed company your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and reputed company and paid time off
• Flexibility: Full-reputed company work week to own your priorities at work and at home remove if ineligible
• Community: Award-winning culture of innovation and a military-friendly workplace
• Total Rewards at GDIT: Our benefits package for reputed company US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a reputed company plan, and a 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. To encourage work/life balance, GDIT offers employees full reputed company work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are reputed company to protect their income, other offerings such as 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. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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