Service Desk Support Analyst
General Dynamics Information Technology (GDIT) has opportunities for motivated, customer service oriented professionals to support the Department of Education (DoED) Pivot-I Program. The DoED is undertaking modernization of their environment and support, and GDIT will provide technical support and services for DoED on this new modernization effort. Join GDIT and be a part of the team of men and women supporting education in one of the most exciting service desk modernization programs as a Service Desk Support Analyst at our Bossier City location.
About the role
As a Service Desk Support Analyst with GDIT, you will resolve technical issues and answer queries by telephone or self-service ticket in support of internal customer computer hardware, software, network, system/application access, and telecommunications systems.
Responsibilities
- Diagnose, identify, isolate, and analyze problems utilizing historical database records
- Route calls to product line specialists, application, or system support specialists when appropriate
- Maintain and update records and tracking databases
- Alert management to recurring issues and patterns of issues
Requirements
- High School Diploma or equivalent
- 1 or more years of Service Desk-related experience
- Demonstrated experience using ServiceNow
- HDI-SCA certification or ability and willingness to obtain within 60 days of hire
- Access to a quiet work environment free from distractions
- Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (satellite internet service is not acceptable; connection MUST be hardwired, wireless connections will not suffice)
- US Citizenship
- Louisiana residency, living within a reasonable commuting distance (approximately 60 miles) of our Bossier City facility
Preferred Qualifications
- Associate's degree or equivalent and 1 year of related experience (minimum of 3 or more years of related experience in lieu of degree)
- CompTIA A+ certification or ability and willingness to obtain within 90 days of hire
- ITIL Foundations v4 certification or ability and willingness to obtain within 180 days of hire
Benefits
- Full-flex work week to own your priorities at work and at home
- 401K with company match
- Comprehensive health and wellness packages, including medical, dental, and vision plan options
- 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
- Paid vacation, sick, personal time, holidays, parental, military, bereavement, and jury duty leave
- Short and long-term disability benefits, life insurance, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance
Pay
The likely hourly rate for this position is between $18.22 - $23.00. This is not a guarantee of compensation or salary, as it will be set based on experience, geographic location, and possibly contractual requirements.
Schedule
- Scheduled Weekly Hours: 40
- Hybrid work location (Bossier City, LA)