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.

Key Responsibilities:

Provide Web Queue Helpdesk support to users in alignment with SLA requirements.
Respond to internal and external IT service requests via email, ticketing system, instant messaging, and phone.
Acknowledge and provide user notification of receipt of web- or email-submitted requests.
Log and track all inquiries using the service request management database (e.g., ServiceNow).
Maintain accurate history records and related documentation for all requests.
Monitor ticket status to ensure timely progression and closure.
Promptly categorize and prioritize customer requests based on type, impact, and urgency.
Generate and route requests that fall outside the primary area of responsibility to the appropriate internal or external support group.
Escalate issues following established procedures when necessary.
Maintain up-to-date knowledge of internal and external support groups, including their functions and escalation paths.
Stay informed about changes in support processes, contacts, and tools that affect queue management.
Maintain a professional and empathetic tone when dealing with users and co-workers.
Communicate technical information clearly to non-technical users.
Document and provide updates on ticket status and possible resolutions.
Actively participate in a team environment, assisting co-workers when needed.
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
Education: Associate's degree
Required Technical Skills: Installs, modifies, and repairs computer hardware and software using remote access tools
Security Clearance Level: TS/SCI w/Poly
Required Skills and Abilities: Maintains current knowledge of relevant technology as assigned
Location: Annapolis Junction, MD
US Citizenship Required
CompTIA Security+ certification is required within 3 months of start date

Benefits:

Comprehensive benefits and wellness packages
401K with company match
Competitive pay and paid time off
Full flex work weeks where possible
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