Service Desk Technician Senior

Deliver simple solutions to complex problems as a Service Desk Technician Senior at GDIT. Here, you’ll tailor cutting-edge solutions to the unique requirements of our clients. With a career in application development, you’ll make the end user’s experience your priority and we’ll make your career growth ours.

At GDIT, people are our differentiator. As a Service Desk Technician Senior, you will help ensure today is safe and tomorrow is smarter. Our work depends on the Service Desk Technician Senior joining our team who specializes in identifying and diagnosing issues and problems. The Service Desk Technician Senior serves as the point of contact to support service users and customers reporting issues, requesting information, access, or other services. The Service Desk Technician Senior specializes in delivering customer service through multiple channels including human, digital, self-service, and automated tools. Supports problem identification and resolution. Has the ability to identify, and diagnose issues, and problems, as well as provide solutions

HOW A SERVICE DESK TECHNICIAN SENIOR WILL MAKE AN IMPACT

Able to manage one or more customer service or service desk functionsReceives and handles requests for service, following agreed procedures.Promptly allocates calls as appropriate.Logs incidents and service requests, and maintains relevant records:Identifies and classifies incident types and service interruptionsRecords incidents cataloging them by symptom and resolutionActs under guidance to record and track reliability data for your servicesSystematically interprets user problems and identifies solutions and possible side effects.Uses experience to address user problems and interrogates database for potential solutions.Escalates complex or unresolved incidents.Records and tracks issues from the outset to the conclusion.Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.Maintains records, informs users about the process and advises relevant persons of actions taken.Acts as the routine contact point, receiving and handling requests for support.Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.Contributes to creation of support documentation

WHAT YOU’LL NEED TO SUCCEED:

Education: BA/BS in Information Technology related field or the equivalent combination of education, technical training, or work/military experience.

Required Experience: 3+ years of related experience

Certification Requirements: DoD 8570.01 certification required – Security+, or higher

Security Clearance Level: TS/SCI (Must have fully adjudicated Top Secret-SCI security clearance; CI/Polygraph may be required after hire)

Location: On 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