SCITLS Help Desk Technician III

At GDIT, people are our differentiator. As a Help Desk Technician IV you will help ensure today is safe and tomorrow is smarter. GDIT is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

HOW A HELP DESK TECHNICIAN IV WILL MAKE AN IMPACT:

Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, ITSM, and walk-in requests
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
Thoroughly documenting requests and incidents according to business processes and standard operating procedures
Documenting detailed, specific work notes regarding the interaction with the customer
Providing case status updates to management and end-users according to service level guidelines
Maintaining a high level of courteous customer service at all times
Communicating with customers at all levels of technical and non-technical skills set

WHAT YOU’LL NEED TO SUCCEED:

5 or more years of related experience
Intermediate level of technical experience
Experience with enterprise ticketing systems (e.g. ServiceNow, Remedy)
Active Secret government clearance
Ability & willingness to work and adhere to any full-time shift in 24 x 7 help desk environment
Ability to obtain ITIL 4 Foundation certification within the first 9 months
Location: USA NE Offutt AFB (100% on-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
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