Problem Resolution
Technical Troubleshooting
Troubleshooting
Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.
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 Technical Help Desk Professional joining our team to support the Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program in Barbourville, KY.
At GDIT, we foster a people-centric environment. As a Technical Help Desk Professional supporting DoS, 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 DoS service desk.
In this role, a typical day will include:
Collaborating with the Department of State to solve simple to complex IT issues
Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalating tickets in accordance with existing SOPs, work instructions & knowledge articles
Thoroughly documenting requests and incidents according to business processes and standard operating procedures (SOP).
Documenting detailed, specific work notes regarding the interaction with the customer.
Resolving technical problems and answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
Routing calls to product line specialists, application, or system support specialist when appropriate
Your success will be measured through satisfactory attainment of customer service level agreements
WHAT YOU’LL NEED:
High School Diploma
3 or more years of related experience
Demonstrated experience using technical troubleshooting techniques to assist customers with resolution
Ability to obtain and maintain a Secret Level Clearance
Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (Satellite provided Internet Service will not qualify)
Ability and willingness to work any shift during a 24/7/365 operation
Live within a 60-mile radius of our Barbourville, KY facility
Work Environment:
Remote opportunites available upon approval
EVEN BETTER IF YOU ALSO HAVE:
HDI-SCA certification or ability and willingness to obtain within 1 year of hire
ITIL Foundations v4 certification or ability and willingness to obtain within 1 year of hire
WHAT GDIT CAN OFFER YOU:
401K with company match
Customizable health benefits packages
Collaborative teams of highly motivated critical thinkers and innovators
Internal mobility team dedicated to helping you own your career
Rewards program for high-performing employees
Not sure this job’s the one for you? Check out our other openings at gdit.com/careers.
#DoSEG #TSSCE
3 + years of related experience
* may vary based on technical training, certification(s), or degree
None
U.S. Citizenship Required
The likely hourly rate for this position is between $22.44 - $30.36. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.