IT Service Desk Specialist II

Seize your opportunity to make a personal impact as an IT Service Desk Specialist II supporting GDIT’s Military Health IT Team. GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career.

At GDIT, people are our differentiator. As an IT Service Desk Specialist II in San Diego, CA, you will be responsible for providing technical assistance and support to end users for hardware, software, and systems. You will be trusted to work with a variety of different technologies.

HOW AN IT SERVICE DESK SPECIALIST II WILL MAKE AN IMPACT

• Provide customer support and assistance through phone, email, or chat 
• Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems 
• Resolves and documents user computer software and hardware problems in the DHA ServiceNow ticketing system 
• Acts as a contact for users having problems using computer software, hardware, and operating systems.  
• Acts as the escalation path to resolve moderate to highly complex technical issues.  
• Specialized in certain aspects of technologies to assist the customer base.  
• Provides support for call overflow during peak time or reduced staff during off peak hours.  

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelor's Degree and/or 4 years of equivalent experience
• Experience: 4+ years of progressive experience in IT customer service
• Certifications:
  • IAT II certifications as approved by customer (e.g. MCSA, RHCA, MCSE, VMWare, AWS, Citrix, NetApp)
  • CE certification (e.g., Microsoft Certified Solutions Expert (MCSE)

• Technical skills:
  • Demonstrated experience with ServiceNow IT Service Management and/or Customer Service Management 
• Security clearance: Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting

• Preferred:
  • Demonstrated experience providing service desk management in a DoD healthcare environment 
  • Former DoD experience 
  • ITIL4 certification 
• Location: On Customer Site
• Travel: Some local travel may be required
• Weekly Scheduled Hours: 40
• Work visa sponsorship will not be provided for this position. 

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you build your skills and own your career
• Professional growth opportunities including paid education and certifications
• Rest and recharge with paid vacation and 10 company-paid holidays