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Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Range $28.60 - $38.70
Work Schedule
Rotating Shifts
Flexible
Benefits
401k
Health Insurance
wellness programs
Paid education and certifications
Internal mobility
Technology training
Comprehensive health packages
Job Description
General Dynamics Information Technology (GDIT) is a global technology and professional services company renowned for delivering cutting-edge solutions to major agencies across the U.S. government, defense, and intelligence communities. With a workforce of approximately 30,000 experts worldwide and operations spanning over 50 countries, GDIT harnesses advanced technology and deep expertise to enable mission success and digital modernization. The company specializes in key capabilities such as artificial intelligence and machine learning (AI/ML), cloud services, cybersecurity, and application development. GDIT is dedicated to creating safer and smarter environments by providing innovative and reliable technology services that support critical national security and public... Show More
Job Requirements
- Associates of Arts/Associates of Science degree or equivalent
- 3+ years of related helpdesk or networking experience
- Customer service or support experience in help desk or call center environments
- Experience with helpdesk ticketing and knowledge base tools
- Experience troubleshooting Microsoft Desktop Operating Systems
- Experience with server or desktop virtualization
- Experience with networked storage
- Ability to work rotating shifts including nights, weekends, and holidays
- US citizenship required
- TS/SCI clearance with polygraph required
Job Qualifications
- Associates of Arts/Associates of Science degree or equivalent combination of education, technical certifications, or training, or work experience
- 3+ years of related experience in helpdesk support and/or networking
- Customer service and/or support experience working in a help desk, service desk, or call center environment preferred
- Experience with helpdesk ticketing tools and knowledge base resources
- Experience troubleshooting Microsoft Desktop Operating Systems
- Experience with server and/or desktop virtualization
- Experience with networked storage
- Ability to work rotating shifts to support a 24x7, 365-day schedule
- Good communication skills
- Preferred certifications include CompTIA Security+, HDI Customer Help Desk Analyst, and Microsoft Office Specialist
Job Duties
- Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
- Provides frontline support and act as the primary point of contact for a large government organization with diverse customers
- Provides the highest quality customer care with every interaction requiring effective customer service skills, emphasizing problem-solving and troubleshooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes
- Supports a 24x7 world-class service center
- Provides first level support for inbound incidents and service requests
- Provides frontline phone and email support related to system and application issues
- Comfortably works with technology at a fast pace
- Quickly routes issues according to issue type and severity
- Communicates effectively over the phone
- Multi-tasks by creating support tickets while troubleshooting on the phone
- Tracks incidents and requests from identification through resolution ensuring a quality customer experience
- Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding application software products and/or infrastructure components
- Communicates promptly on progress
- Engages other service desk or appropriate resources to resolve complex incidents by routing incidents to specialists as necessary
- Documents resolutions and updates self-help and staff knowledge bases
- Alerts management to recurring problems and patterns
- Participates in special projects as required
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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