Description
GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to their prestigious clientele at the highest levels of the federal government in the heart of the nation's capital.
As a Help Desk Technician, you are the foundation of their overall approach to executive IT support. You act as the first point of contact for their government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.
Responsibilities:
- Provide foundational Tier 1 technical support to onsite and remote customers via phone, chat, email, and ticketing systems.
- Deliver an exceptional, white-glove customer service experience by greeting users professionally, actively listening to their concerns, and maintaining a calm, reassuring, and highly attentive demeanor.
- Follow standard operating procedures (SOPs) and established documentation to resolve standard user requests (e.g., password resets, account lockouts).
- Demonstrate meticulous attention to detail, effective problem-solving abilities, and a commitment to first-contact resolution whenever possible.
- Document and track all customer incidents, requests, and troubleshooting steps accurately and clearly within a ticketing management system.
- Translate basic technical concepts into clear, non-technical instructions for users during white-glove troubleshooting sessions.
- Meet or exceed individual performance metrics, including first-call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) scores.
- Efficiently escalate complex technical issues to higher-tier teams when applicable, ensuring a warm handoff and clear documentation of work already performed so the customer never has to repeat themselves.
Requirements:
- High School Diploma/GED and 1 year of related technical or customer support experience; OR An Associate's Degree or higher in an IT-related discipline.
- CompTIA Security+ required upon hire.
- Active Top Secret with SCI Eligibility.
- Basic knowledge of Windows/MacOS, familiarity with Microsoft Office applications, and excellent phone/chat etiquette.
- Excellent verbal and written communication, collaborative, and adaptable. Must be able to pass a basic English Language assessment test.
Benefits:
- Medical plan options
- Dental plan options
- Vision plan
- 401(k) plan with company match
- Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance