# Helpdesk Support Technician **Company**: GDIT **Location**: Washington, DC **Work arrangement**: hybrid **Experience**: mid **Job type**: full-time **Salary**: $33.15 - $44.85 **Category**: IT **Industry**: Technology **Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Helpdesk-Support-Technician_RQ230038-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_710f9976-26d ## Description We are looking for a tier II tech that provides user support and customer service on company-supported computer applications and platforms, troubleshoots problems and advises on appropriate action. The likely hourly rate for this position is between $33.15 - $44.85. **Job Responsibilities:** - Provides technical support for 500+ users by telephone, Service Now and remote-control systems. Configures and supports (remotely) desktop computers, laptop computers, imaging, handheld devices, printers, monitors, portable data storage devices, and other general peripherals. - Configures IT devices for secure operation, including installation of security software, software updates, and other configurations remotely as required. - Supports media, wireless networking, port security, remote access, and network connectivity; Supports equipment moves/adds/changes. - Assists Help Desk Manager with daily operations; Update all tickets assigned daily. - Diagnose hardware and software failures, communicate the remediation plans to users, and provide status updates. - Provides remote software support for users of NCI-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals. - Supports NCI and NIH proprietary software. - Provides virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop. - Provide inventory management support and CEPO process for hardware retirement. - Provides input for end-user documentation and instructions. - Ability to work well under pressure and to meet deadlines as needed. - Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints. - Performs diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers. - Follows set policies and procedures when assisting clients to ensure proper handling of requests. - Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures) and Training manuals for Tier I support. - Work with Tier I/II/III and other groups to resolve technical problems. - Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed. - Supports continuous improvement in the process and quality of the operations. - Participates in troubleshooting of issues with the drive towards root cause identification and resolution. - Provides end user training instruction, as required. - Opens, tracks, and closes trouble tickets. - Ensures problem ownership and promotes end-user satisfaction. - Tracks activities of technical support specialists to whom tickets were assigned. - Supports requirements gathering for equipment moves/adds/changes. - Supports Operating Systems: Windows 11, Microsoft Outlook, TCP/IP, MS Office 365 Suite, ServiceNow, Security suites. **Requirements:** - 2+ years of technical support experience in current desktop and laptop computers, various operating systems to include two or more of the following: Windows 11, macOS 27 Golden Gate. - 2+ years of technical support experience in Microsoft products including CoPilot, Defender, Office 365 applications and Windows Hello for Business. - Minimum requirements: AA Degree + 2 year related experience OR 3 years of related working experience if no AA degree. - Experience using ticketing system (prefer ServiceNow). - Experience with remote desktop management software (prefer Bomgar\Beyond Trust). - Experience with workstation deployment management system (prefer SCCM). - Ability to follow and update standard troubleshooting procedures to ensure proper routing escalation of issues that cannot be resolved while on call with the customer. - Willingness to actively seek input from senior engineers and ask questions to improve technical understanding to improve first call resolution. - Proven ability to meet and/or exceed Service Level Agreements. - Strong customer service and end-user equipment support skills. - Strong written and oral communications required. - Mandatory: Ability to work within 8:00 am – 8:00 pm EST per rotation on site. Some remote work allowed depending on workload. **Desired:** - ITIL foundations certification or ability to obtain certification within 3 months. - One or more of the following certifications are desired: - CompTIA Security+ - CompTIA Network+ - CompTIA A+ - Microsoft Certified Desktop Support Technician. **Benefits:** - Medical plan options. - Dental plan options. - Vision plan. - 401(k) plan. - Paid time off plans. - Short and long-term disability benefits. - Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance. ## Skills ### Required - Computer Support - Desktop Computers - Desktop Management - Windows 11 - macOS - Microsoft products - CoPilot - Defender - Office 365 - Windows Hello for Business - ServiceNow - Bomgar/Beyond Trust - SCCM ### Nice to have - ITIL foundations certification - CompTIA Security+ - CompTIA Network+ - CompTIA A+ - Microsoft Certified Desktop Support Technician --- Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Helpdesk-Support-Technician_RQ230038-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)