Help Desk Technician II

Transform technology into opportunity as a Help Desk Technician with GDIT. 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.

At GDIT, people are our differentiator. As a Help Desk Technician you will help ensure today is safe and tomorrow is smarter. We are looking for someone who provides 24x7 Help Desk Support as defined by first response/Tier 1/Level 1 support. Provides phone and in person support to users in the areas of email, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT

Utilize work aids to resolve tickets at lowest level of supportReceive, triage and route tickets to Tier 2 Help Desk accordinglyCompile and organize data for monthly status reportsDevelop an understanding of the numerous process flows to other IT systems, create and maintain user accountsCreate help desk tickets in the designated ticket tracking system, provide an intimal acknowledgement to the end user validating receipt of the ticketAssist users with account creation, accessing and using IT systemsUpdate Standard Operating Procedures documents to adapt to new system functionality or configuration changesAnalyze, log and track issue and problem tickets related to intellink applicationProvide trend analysis and metrics to the Government based on gather data and monthly status reportsEnsure compliance with security procedures for data handling, participate in planning sessions for process improvementProvide daily written and oral communications, make recommendations for improvising documentationAttend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving ticketsUpdate and maintain the help desk handbook to stay consistent with current processes and procedures

WHAT YOU’LL NEED TO SUCCEED:
Education: A bachelor’s degree in a technical, math, or business discipline. Seven (7) years of help desk experience with an associate’s degree may be substituted for a bachelor’s degree 
Required Experience: Five (5) years’ help desk experience with a bachelors, or seven (7) years help desk experience with an associate’s degree, or nine (9) years help desk experience in substitution of a degree.
Required Technical Skills: Help desk related technical skills

Security Clearance Level: TS/SCI with Full Scope Polygraph
Location: Customer Site
US Citizenship Required

GDIT IS YOUR PLACE:

401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays