Help Desk Technician Level II

Help Desk Technician II

Transform technology into opportunity as a Help Desk Technician with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Technician you will help ensure today is safe and tomorrow is smarter. We are looking for someone who provides 24x7 Help Desk Support as defined by first response/Tier 1/Level 1 support. Provides phone and in person support to users in the areas of email, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT

• Utilize work aids to resolve tickets at lowest level of support
• Receive, triage and route tickets to Tier 2 Help Desk accordingly
• Compile and organize data for monthly status reports
• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
• Create help desk tickets in the designated ticket tracking system, provide an intimal acknowledgement to the end user validating receipt of the ticket
• Assist users with account creation, accessing and using IT systems
• Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
• Analyze, log and track issue and problem tickets related to intellink application
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Provide daily written and oral communications, make recommendations for improvising documentation
• Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
• Update and maintain the help desk handbook to stay consistent with current processes and procedures

WHAT YOU’LL NEED TO SUCCEED:
Education: A bachelor’s degree in a technical, math, or business discipline. Seven (7) years of help desk experience with an associate’s degree may be substituted for a bachelor’s degree 
Required Experience: Five (5) years’ help desk experience with a bachelors, or seven (7) years help desk experience with an associate’s degree, or nine (9) years help desk experience in substitution of a degree.
Required Technical Skills: Help desk related technical skills

Security Clearance Level: TS/SCI with Full Scope Polygraph
Location: 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