Req ID: RQ174064

Type of Requisition: SCA

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: Other

Job Family: SCA

Skills:

Customer Service,Help Desk Support,Remote Troubleshooting

Experience:

3 + years of related experience

Job Description:

General Dynamics Information Technology has opportunities for motivated, customer service oriented professionals to support the OneGDIT Service Desk. The OneGDIT Help-desk is undertaking an enterprise-wide migration of its IT infrastructure, support solution, and will also provide technical services for internal/external on this desk. Join GDIT and be a part of the team of men and women supporting internal/external customers worldwide in one of the most important modernization service desks!

RESPONSIBILITIES & DUTIES

• Provide Day to Day support-which includes: Break/fix support for any and all devices

• Provide off hour remote support

• Troubleshooting and escalation of issues

• Work closely with other Assignment Groups to resolve all issues

• Resolve advanced technical problems

• Diagnosing, identifying, isolating, and analyzing problem utilizing historical ticket data

• Routing calls to product line specialists, application, or system support specialists, as required

• Maintaining and updating records and tracking databases

QUALIFICATIONS & SKILLS

Strong candidates are:

• Flexible regarding shift patterns (Willing/Able to work in a dynamic 24x7 environment)

• Extremely customer focused

• Able to thrive in a high energy environment that requires an ability to multi-task and prioritize

• Strong verbal and written communicators

• Team players who welcome opportunities to collaborate with others

• Solution oriented with strong customer focus skills

• Strong problem solvers with the ability to perform root cause analysis

You MUST have:

• AA or equivalent experience.

• 1 or more years of demonstrated experience utilizing strong Break/Fix skills, providing technical support via remote tools, and/or experience with Active Directory

• Expert proficiency with MS product suite and software management

• Advanced proficiency with Microsoft windows O/S

• Advanced proficiency with smart phone support

​Even BETTER if you have 3 or more years of experience resolving technical problems to include:

• Serving as the first point of contact for VIP customers seeking technical assistance over the phone or self-service portal

• Performing remote troubleshooting utilizing documented knowledge articles and asking pertinent probing question

• Walking the customer through the problem-solving process to resolution

• Escalating unresolved issues to the next level of support personnel

Ability to follow all unresolved contact for VIP customers to a final resolution

The likely hourly rate for this position is between $17.22 - $23.30. 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.

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.To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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.