Service Desk Jr. RS Agent

Job Description Summary:

Service Desk Jr. Remote Support Agent

Miami, FL

Position is onsite, is NOT telecommute or work from home etc. 

Seize your opportunity to make a personal impact as a Service Desk Tier 1 Agent supporting all aspects of IT end-user support activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator.

As a Service Desk Jr. Remote Support Agent for the USSOUTHCOM Cyber Information Technology Enterprise Services (SCITES) program, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Service Desk Jr. Remote Support Agent who provides first-line technical support to end-users.

GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. Here a Service Desk Jr. Remote Support Agent is involved with the day-to-day activities relating to incident resolution, problem diagnosis, and user account management.

HOW A SERVICE DESK TIER 1 AGENT WILL MAKE AN IMPACT:

• Provide first-line technical support to end-users via phone, email, and chat
• Troubleshoot and resolve common hardware and software issues
• Document and track incident tickets in the ticketing system
• Escalate complex issues to higher tier support when necessary
• Maintain a positive and professional demeanor with all end-users
• Follow established procedures and guidelines for incident resolution
• Contribute to ongoing process improvements within the Service Desk
• Provide excellent customer service and build strong relationships with end-users

Required Skills and Qualifications:

• Strong customer service skills
• Excellent verbal and written communication skills
• Basic understanding of computer hardware and software
• Ability to troubleshoot and resolve common technical issues
• Good problem-solving and analytical skills
• Attention to detail and accuracy
• Ability to work independently and as part of a team

Additional Considerations:

• On-site requirement in Miami, FL
• Previous experience in a customer service or technical support role is preferred
• Familiarity with IT Service Management (ITSM) best practices is a plus

EDUCATION AND EXPERIENCE:

• HS/GED, 1+ years of experience

Certifications  

• Required:
  • CompTIA Security+
  • Microsoft MD-102
• Desired:
  • ITIL 4 Foundation

Experience:  

• 1+ years of related experience in Customer support or Service Desk role 

• Experience w/ServiceNow 

• Customer Service
• Good communication written and verbal
• Troubleshooting and resolving common technical issues

Security Clearance:  

• Secret clearance required with ability to obtain Top Secret / SCI. 

Other:  

• 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 

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