Help Desk Technician III

 

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Technical Help Desk Professional joining our team to support the Department of Energy at our Albuquerque, NM location. At GDIT, we foster a people-centric environment.

In this role, a typical day will include: • Collaborating with the Department of Energy to solve simple to complex IT issues Assisting and supporting end-users with technical issues and questions related to software systems and applications to include but not limited to, MS Operating Systems, Microsoft Office 365, VMWare and specialized DOE applications via multiple support channels including phone, email, chat sessions, web forms, and other communication methods available. •

• Creating, modifying, deleting and editing distribution lists, shared mailboxes and the global address list via Active Directory Managing user accounts and group memberships via Active Directory as well as shared drive permissions to ensure accurate recording of work performed according to business processes and standard operating procedures (SOP)

• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles • • Your success will be measured through satisfactory attainment of customer service level agreements.

HOW A SERVICE DESK / HELP DESK ANALYST WILL MAKE AN IMPACT: • Providing program support as a Tier 2 Service Desk Technician. Delivering excellent customer service and quick resolution of technical issues for customer via chat, email, and deskside support.

• Supporting on-site installation, implementation, maintenance, troubleshooting and repair of desktops, thin clients, notebooks, printers, iPads, and associated peripherals. • Troubleshooting and resolving issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies. •

• Supporting Microsoft Office 365 and Active Directory products. Documenting and tracking customer incidents and requests via ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable. •

• Isolating and resolving issues with individual workstations. • Acting as a resource to answer user questions about hardware and software issues.

WHAT YOU’LL NEED TO SUCCEED: • Required Experience: 3-6 years of helpdesk experience,

Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance)

• Security Clearance Level: Active Top Secret\DOE Q • Location: On Customer Site, This service desk is 24/7/365, shift work may be required le)**