Service Desk Technician

Service Desk Technician

Service Desk Technician

Deliver simple solutions to complex problems as a Service Desk Technician 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, you will help ensure today is safe and tomorrow is smarter. Our work depends on the Service Desk Technician joining our team who specializes in identifying and diagnosing issues and problems. The Service Desk Technician serves as the point of contact to support service users and customers reporting issues, requesting information, access, or other services. The Service Desk Technician 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 WILL MAKE AN IMPACT

• Able to manage one or more customer service or service desk functions

• Receives 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 interruptions
• Records incidents cataloging them by symptom and resolution

• Acts under guidance to record and track reliability data for your services
• Systematically 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 the 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: 2+ years of related experience
Certification Requirements: DoD 8570.01 certification required - Security+, or higher
Security Clearance Level: 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 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

Work Requirements

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Years of Experience
2 + years of related experience

* may vary based on technical training, certification(s), or degree

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Certification
Comptia Secuity Plus - CompTIA

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Travel Required
Less than 10%

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Citizenship
U.S. Citizenship Required

About Our Work

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.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.