Description
GDIT is seeking a Help Desk Specialist for 24x7x365 service desk support for a Federal customer in Washington, DC. This position is under an IT modernization and sustainment program within a component agency of the Department of Homeland Security (DHS).
The Help Desk Specialist will provide user support and customer service on company supported computer applications and platforms, use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests, troubleshoot issues and advise on appropriate action, ensure prompt resolution of issues, escalate issues to Tier 2 or shift lead, track all issues to closure, respond to user requests via phone and email.
Responsibilities:
- Provide user support and customer service on company supported computer applications and platforms
- Use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests
- Troubleshoot issues and advise on appropriate action
- Ensure prompt resolution of issues
- Escalate issues to Tier 2 or shift lead
- Track all issues to closure
- Respond to user requests via phone and email
Requirements:
- 4 + years of related experience
- Technical background
- Experience working on service desk teams supporting IT services (Desired)
- Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc… (Desired)
- Ability to resolve technical and other types of issues with little oversight
- Strong oral and written communications skills
- Technical certifications (Desired)
- 3 years relevant experience with an Associates degree or in lieu of a degree is acceptable
- Technical degree preferred
Benefits:
- 401K with company match
- 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