Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret/SCI

Clearance Level Must Be Able to Obtain:

Top Secret/SCI

Public Trust/Other Required:

None

Job Family:

Help Desk

Job Qualifications:

Skills:

Problem Solving, Technical Support, Troubleshooting

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are seeking a motivated Help Desk Manager to provide technical support and assistance to our users. The ideal candidate will be responsible for troubleshooting web application software issues, and ensuring timely resolution of technical problems. Key responsibilities include responding to support tickets, providing remote assistance, and documenting solutions within our ticketing system. Candidates should possess excellent communication skills, a strong understanding of computer systems, and familiarity with Angular web application. A commitment to customer service and problem-solving is essential.

Other associated tasks:

Coordinate completion of user account request with new user and their supervisor’s

Verify new user clearance and accesses

Submit account request through workflow system and monitor through account creation

Verify new user identity, issue user IDs and passwords, and support new user access

Request Public Key Infrastructure (PKI) certificates from issuer and provide to new users

Guide/Assist with certificate install

Support PKI certificate revocation and renewals

Assist users with password resets and account lockouts

Manages all activities related to the staffing and operation of an information systems help desk

Plans, prioritizes, and schedules help desk activities to ensure continuity of service
Leads, directs, evaluates, and develops help desk staff to ensure that users receive competent and timely service

Analyzes help desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved

Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored

Develops problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine

Evaluates Help Desk Systems and Processes for efficiencies and recommend improvements, as needed

Respond to more complex, escalated enquiries from team members

A passion for problem solving and teaching, excellent communication skills, and prior experience are essential.

SCOPE OF ROLE: Manages one or more small to medium sized teams consisting of a few disciplines. Low to Medium Complexity. Direct reports are non-exempt or exempt
EDUCATION AND EXPERIENCE: BA/BS or equivalent, 5+ years of experience

Skills:

Strong verbal and written communication skills

Previous experience in a technical support role

Trouble shooting applications issues

Familiar with Angular web applications

Knowledge of Windows operating systems, and common software web applications

Strong people skills

Remedy experience

GDIT IS YOUR PLACE:

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

#armajobs

The likely salary range for this position is $102,000 - $138,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA FL Tampa

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision 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 flex 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 able 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.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans