Help Desk Technician

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology.

Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Help Desk Technician joining our team to support the Department of Energy at our Albuqerque, New Mexico or Washington DC location.

At GDIT, we foster a people-centric environment. As a Help Desk Technician you will be trusted to work on diagnosing, resolving application issues, and providing appropriate solutions and will serve as the first point of contact for IT problem resolutions for the service desk.

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT:

• Collaborating with the Department of Energy to solve simple to complex IT issues assisting and supporting end-users with technical issues and questions related to software systems and applications to include but not limited to, MS Operating Systems, Microsoft Office 365, VMWare and specialized DOE applications via multiple support channels including phone, email, chat sessions, web forms, and other communication methods available.
• Creating, modifying, deleting and editing distribution lists, shared mailboxes and the global address list via Active Directory Managing user accounts and group memberships via Active Directory as well as shared drive permissions to ensure accurate recording of work performed according to business processes and standard operating procedures (SOP).
• 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.
• Your success will be measured through satisfactory attainment of customer service level agreements.
• Providing program support as a Tier 1/2 Service Desk Technician.
• Delivering excellent customer service and quick resolution of technical issues for customer via chat, email, and deskside support.
• Supporting on-site installation, implementation, maintenance, troubleshooting and repair of desktops, thin clients, notebooks, printers, iPads, and associated peripherals.
• Troubleshooting and resolving issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies.
• Supporting Microsoft Office 365 and Active Directory products. Documenting and tracking customer incidents and requests via ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable.
• Isolating and resolving issues with individual workstations.
• Acting as a resource to answer user questions about hardware and software issues.

WHAT YOU’LL NEED TO SUCCEED:

Required Education:

• Bachelors degree; OR in lieu of degree, an additional 4 years of relevant work experience is required

Required Experience:

• A minimum of 6-8 years of professional help desk technician/support experience

Required Technical Skills:

• Demonstrated hands-on experience with complex IT issues by assisting and supporting end-users with technical issues and questions related to software systems and applications to include but not limited to:
  • MS Operating Systems
  • Microsoft Office 365
  • VMWare
• Demonstrated experience creating, modifying, deleting and editing distribution lists, shared mailboxes and the global address list via Active Directory Managing user accounts and group memberships via Active Directory
• Demonstrated experience supporting on-site installation, implementation, maintenance, troubleshooting and repair of desktops, thin clients, notebooks, printers, and iPads
• Demonstrated hands-on ability to troubleshoot and resolve issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies
• Proficient experience supporting Microsoft Office 365 and Active Directory products
• Proficient customer service skills to provide quick resolution of technical issues by using chat, email, phone, and deskside support

Security Clearance Level:

• U.S. Citizenship Required
• Possess Q or TS level clearance (or their equivalency) with the ability to obtain a Q level clearance within six (6) months of hiring
  • Must be eligible to obtain and maintain such clearance as a condition of employment

Preferred Certification:

• CompTIA Security+ certification (DoD 8570 Compliance)

Location:

• On Customer Site in Albuquerque, New Mexico or Washington DC
• This service desk is 24/7/365, shift work may be 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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