Navy IT Help Desk Pro — Hybrid, Secret Clearance

General Dynamics Information Technology (GDIT); Bossier City (LA); Hybrid; USD 36,000 - 49,000; Full time

Job summary

General Dynamics Information Technology seeks motivated help desk professionals to serve as the first contact for IT problem resolutions for the Department of the Naval Enterprise Service Desk (NESD). You will research technical issues, provide information and alternative solutions, diagnose and resolve incidents, or escalate as needed via phone, email, chat, and enterprise ITSM.

You will handle end-users across Navy software systems, document interactions, and maintain service levels while

Qualifications

• High school diploma or equivalent.
• 2+ years of related experience.
• Willing to obtain SECRET clearance.
• Ability and willingness to obtain ITIL or HDI certification within 90 days of hire.
• Ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24 X 7 help desk environment.

Responsibilities

• Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or elevate tickets in accordance with existing SOPs, work instructions & knowledge articles
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

Skills

Computer Literacy

Customer Communications

Customer Communities

Technical Issues

Education

High School Diploma

Job description

General Dynamics Information Technology seeks motivated help desk professionals to serve as the first contact for IT problem resolutions for the Department of the Naval Enterprise Service Desk (NESD). You will research technical issues, provide information and alternative solutions, diagnose and resolve incidents, or escalate as needed via phone, email, chat, and enterprise ITSM.

You will handle end-users across Navy software systems, document interactions, and maintain service levels while