SCITLS Help Desk Technician III

About the role

Transform technology into opportunity as a Help Desk Technician III 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

• Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, ITSM, and walk-in requests
• 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
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

Requirements

• High School diploma or equivalent; AND 5 or more years of related experience (education may be substituted for experience)
• Intermediate proficiency utilizing technical tools demonstrating a strong understanding of hardware, software, networks, and common IT applications
• Demonstrated experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy) managing user support requests
• Ability to obtain an ITIL 4 Foundation certification within the first 9 months of employment
• Ability to obtain a CompTIA A+, CND, or Security+ certification within 90 days of employment
• Ability & willingness to work and adhere to any full-time shift

Qualifications

• US Citizenship

Skills

• Help Desk Support
• Technical Helpdesk
• Technical Issues
• Technical Troubleshooting

Benefits

GDIT offers a 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, 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, and other benefits such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.

Pay

The likely hourly rate for this position is between $26.44 - $35.78. 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: None

Telecommuting Options: Onsite

Work Location: USA NE Offutt AFB

Additional Work Locations: Total Rewards