Help Desk Technical Support - Shift Saturday - Sunday, 7:00am - 3:30pm & Monday- Wednesday, 3:00pm

General Dynamics Information Technology, Inc.; Washington (District of Columbia); Presencial; USD 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401K with company match

Comprehensive health and wellness

Internal mobility team for career

Paid education and certifications

Descripción de la vacante

General Dynamics Information Technology, Inc. is seeking a Help Desk Specialist to provide 24x7x365 support for a Federal customer in Washington, DC. The role requires on-site presence at Gallery Place Metro area and involves incident management using ServiceNow and coordinating with Tier 2 support.

Primary duties include user assistance, issue troubleshooting, and accurate ticketing. Candidates should have 3+ years of relevant experience, an associate degree or equivalent, and ITIL/Security+ or

Formación

• 3+ years of relevant experience; an Associate degree or equivalent accepted.
• Technical certifications preferred.
• US Citizenship required; ability to obtain a public trust.
• Experience with service desk teams and ticketing systems (Remedy, SCSM, ServiceNow).
• Strong written and oral communication skills.

Responsabilidades

• Provide user support and customer service on company supported applications and platforms.
• Use ServiceNow to document and manage incidents and service requests.
• Troubleshoot issues; advise on actions and ensure prompt resolution.
• Escalate advanced issues to Tier 2 or shift lead.
• Track all issues to closure and communicate with users via phone and email.

Conocimientos

Service desk ops

ServiceNow

Ticketing systems

Customer service

US Citizenship

Educación

Associate degree or equivalent

Herramientas

ServiceNow

Remedy

SCSM

Descripción del empleo

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job 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). This position will report directly to the Service Desk Manager or a Shift Lead. In order to more effectively achieve its mission objectives, the component agency must provide technical support to end users to ensure systems are operating with optimal performance, security, and usability. The candidate will conduct all necessary technical Service Desk support activities to ensure systems are strong, robust, and perform up to standard.

The work shift is Saturday - Sunday, 7:00am - 3:30pm & Monday - Wednesday, 3:00pm -11:30pm

and candidate must be onsite

The work location is near Gallery Place Metro station or Metro Center in Washington, DC.

HOW JOB TITLE WILL MAKE AN IMPACT

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, escalated issues to Tier 2 or shift lead, track all issues to closure, respond to user requests via phone and email.

WHAT YOU’LL NEED TO SUCCEED

The applicant must have a technical backgroundExperience working on service desk teams supporting IT services (Desired)Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc… (Desired)The ability to resolve technical and other types of issues with little oversightStrong oral and written communications skillsTechnical certifications (Desired)3 years relevant experience with an Associates degree or in lieu of a degree is acceptableTechnical degree preferredContract requires US Citizenship and the candidate must be able to obtain a public trust.

GDIT IS YOUR PLACE:

• 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

Work Requirements

• Years of Experience
• 4 + years of related experience* may vary based on technical training, certification(s),
• or
• degreeCertification
• ITIL Foundation - ITIL - ITILCompTIA - Security+ - CompTIA - CompTIAAzure Fundamentals (AZ-900) - Microsoft - MicrosoftTravel Required
• NoneCitizenship
• U.S. Citizenship Required