Req ID: RQ181882

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph

Public Trust/Other Required: SSBI (T5)

Job Family: Systems Administration

Skills:

Active Directory (AD),Documentations,Information Technology (IT),Problem Identification,Service Requests

Certifications:

Security+, CE - CompTIA - Security+ CE - CompTIA, CompTIA

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

The Service Desk Technician specializes in identifying and diagnosing issues and problems. Serves as the point of contact to support service users and customers reporting issues, requesting information, access or other services. 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.

• 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 outset to 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

Experience Requirements

• 2+years of related work experience

Education Requirements

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

Certification Requirements

• DoD 8570.01 certification required – Security+, or higher

Security Requirements

• Must have fully adjudicated Top Secret-SCI security clearance

• CI/Polygraph may be required after hire

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The likely salary range for this position is $78,625 - $106,375. 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.

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.

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.