Description
Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT. Advance how customers operate while advancing your own career.
Core Responsibilities
- Respond to user inquiries via phone, email, chat, or ticketing systems.
- Log and track support requests using a help desk ticketing system.
- Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
- Provide step-by-step guidance to users for troubleshooting common problems.
- Escalate complex issues to second-level support or specialized teams when necessary.
- Provide guidance to less experienced professionals, mentoring new hires and trainees when necessary.
Technical Support Tasks
- Install, configure, and update software on user devices.
- Assist with password resets, account lockouts, and access issues.
- Support basic printer, scanner, and peripheral troubleshooting.
- Help maintain an inventory of IT assets.
Documentation & Reporting
- Document and report solutions and procedures for recurring issues for leadership review.
- Maintain and report accurate records/tickets of support interactions and resolutions.
- Contribute to knowledge base articles for fellow coworkers and users.
- Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.
Customer Service & Communication
- Maintain a professional and empathetic tone when dealing with users and coworkers.
- Communicate technical information clearly to non-technical users.
- Document and reply, providing updates on ticket status and possible resolutions.
- Actively participate in a team environment, assisting coworkers when needed.
Compliance & Security
- Ensure adherence to all IT and departmental policies and procedures.
- Report potential security incidents or breaches to appropriate teams or team leaders.
Requirements
- 5+ years of related experience
- Associate's degree in Arts or Science
- TS/SCI clearance with polygraph
- CompTIA Security+ certification required within 3 months of start date
- On-site in Annapolis Junction, MD
- US citizenship required