Description
GDIT has an opportunity for a Mid-Level Help Desk Technician to provide IT support to prestigious government clients. As a Help Desk Technician, you will be the first point of contact and exhibit technical and customer service skills to resolve issues efficiently.
Responsibilities:
- Provide independent Tier 1 technical support for hardware, software, and network issues.
- Act as a customer service champion, de-escalating tense situations with VIP users.
- Identify recurring incident trends and author internal knowledge base articles.
- Manage user environments using Active Directory and provide administration support for Microsoft Office 365.
- Utilize advanced Tier 1 skills for tasks such as setting up shared drives and resolving profile issues.
- Isolate and resolve complex workstation issues to minimize downtime.
- Review ticket logs and analyze customer satisfaction data to enhance the user journey.
- Coordinate with other teams to resolve technical issues seamlessly.
Requirements:
- High School Diploma/GED and 4-5 years of progressive technical support experience, or equivalent education and experience.
- Active Top Secret clearance with SCI eligibility.
- CompTIA Security+ certification required upon hire.
- Advanced Windows & MacOS troubleshooting, Microsoft 365 administration, and Active Directory management skills.
- Excellent verbal and written communication, collaborative, and adaptable.
Benefits:
- Medical, dental, and vision plans.
- 401(k) plan with company match.
- Paid time off plans, including vacation, sick and personal time, holidays, and parental leave.
- Short and long-term disability benefits, life insurance, and accidental death and dismemberment insurance.
Shift Options:
- Mon-Fri, 0800-1630.
- Afternoons: 1600-0000, Sat-Wed or Thu-Mon.
- Overnights: 0000-0800, Sat-Wed or Thu-Mon.
Salary:
- $35.04 - $47.40 per hour.