Service Desk Specialist Shift Lead

Req ID: RQ179866Type of Requisition: RegularClearance Level Must Be Able to Obtain: SecretJob Family: Help DeskSkills:Computer Hardware,Technical Support,TroubleshootingExperience:8 + years of related experienceUS Citizenship Required:YesJob Description:At GDIT a Service Desk Specialist Shift Lead provides operational leadership and oversight of transitioning solutions and changes to optimize service and implementing N&NC technical roadmap.The Information Technology (IT) Enterprise Services (NITES) program effort is in direct support of North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM).NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America. Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other commands. NITES provides a full spectrum of enterprise IT services and management. Services provided will implement, among other DoD initiatives, zero trust at every level.HOW A HELP DESK TECHNICIAN V WILL MAKE AN IMPACT

Supervises and directs service desk specialists through end-user and network support activities.

Receives and handles requests for service, following agreed procedures. Promptly allocates calls as appropriate and be able to manage one or more customer service or service desk functions.

Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

Logs incidents and service requests and maintains relevant records.

Identifies and classifies incident types and service interruptions and records incidents cataloging them by symptom and resolution.

Leverages experience to address user problems and interrogates database for potential solutions.

Responsible for compiling, reviewing, and submitting required documentation and reporting including status reports, service desk metrics, SOPs, and COMSPOTS.

Responds to reported service incidents, identifies the cause, and initiates the incident management process with technical leads.

Analyzes and prioritizes incidents according to their urgency and influence on enterprise operations.

WHAT YOU’LL NEED TO SUCCEED:● Education: Associates of Arts/Associates of Science● Required Experience: 8+ years of related experience● Appropriately certified for their designated role in accordance with DoD 8140.01. Possesses a DoD 8140.01 approved baseline certification or higher.● Security Clearance Level: Secret● Location: Peterson SFB, CO●US Citizenship RequiredGDIT 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 holidaysThe likely salary range for this position is $78,303 - $105,939. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.