Help Desk Technician

About the role

Transform technology into opportunity as a Help Desk Technician I 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.

Responsibilities

• Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routing issues.
• Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.
• Capable of using a computer system to track questions and answers, as well as enter orders.
• Provide technical audiovisual, multi-media, and video support services for meetings, conferences, training sessions, and other events.
• Aid in the setup, installation, testing, operation, and maintenance of equipment for audio and video conferencing and teleconferencing meeting needs.
• Aid in audio visual system deployments including hardware and software configuration.
• Conduct sound, visual, and performance quality checks on AV equipment.
• Assist in operating sound and visual equipment during live events.
• Perform maintenance actions including inspections, service contracts, and upgrades.
• Monitor VTC equipment and system performance to ensure satisfactory operation.
• Troubleshoot hardware, software, infrastructure and Enterprise problems.
• Install video switching devices, media converters, wall monitors/televisions, and video control devices that support AV systems.
• Provide technical assistance and training to users.
• Participate in special projects as required.
• Resolve more complex issues submitted by less-experienced Specialists.

Requirements

• 1+ years of related customer support, call center or help desk experience.
• Requires a High School Diploma or GED. Associates Degree preferred.
• ITIL Foundation Certified (Preferred).
• HDI CSR Certified (Preferred).
• Must be able to obtain/retain an FAA PIV badge (Mandatory).

Qualifications

• Public Trust/Other Required: NACI (T1)
• Skills: Audiovisual Equipment, Call Center, Customer Service, Help Desk Support, Teleconferencing

Benefits

• 401(k) with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Paid education and certifications
• Cutting-edge technology you can learn from
• Paid vacation and holidays

Pay

The likely hourly rate for this position is between $19.12 - $25.88. 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.

Schedule

Scheduled Weekly Hours: 40

Travel Required: Less than 10%

Telecommuting Options: Onsite Work Location: USA OK Oklahoma City

Total Rewards At GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.