Helpdesk Technician II

Req ID: RQ153931Type of Requisition: RegularClearance Level Must Be Able to Obtain: SecretPublic Trust/Other Required: NoneJob Family: Help DeskSkills:Computer Systems,Customer Service,Remote Access,Remote Support,Technical HelpdeskCertifications:ITIL Foundation - ITILExperience:3 + years of related experienceUS Citizenship Required:YesJob Description:We are GDIT. We stay at the forefront of innovation to solve complex technical challenges.GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Help Desk Technician II joining our team to support IT problem resolutions for a Department of Defense service desk in Bossier City, LA.At GDIT, we foster a people-centric environment. As a Help Desk Technician II supporting Department of Defense, you will be trusted to assist customers by researching technical issues, exploring answers, and providing information and alternative solutions This position will diagnose, resolve application issues, provide an appropriate solution, and provides timely resolution of incidents, or escalation on behalf of the customer to ensure their satisfaction. You will respond to queries either in person or over the phone, email, or web portal tickets for customers seeking assistance.In this role, a typical day will include:

Assisting and supporting end-users with technical issue and questions related to software systems and applications to including but not limited to MS Operating Systems, Microsoft Office 365, and specialized Department of Defense applications via multiple support channels including phone, email, chat Assist and support end-users with technical issue and questions related to software systems and 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 escalate tickets in accordance with existing SOPs, work instructions & knowledge articles

Thoroughly documenting requests and incidents according to business processes and standard operating procedures (SOP)

Providing case status updates to management and end-users according to service level guidelines

Communicating with customers at all levels of technical and non-technical skills sets

Ensuring all access to required systems are current and up to date

WHAT YOU’LL NEED:

Education: High School Diploma or GED

Years of relevant experience: 3+ years of IT related experience

Technical skills: Must possess basic technical experience with providing applications or software support and exceptional customer service skills

Security clearance level: Be able to obtain and maintain Secret security clearance

Preferred qualifications: ServiceNOW experience and any ITIL or HDI Certification

Proficient with Microsoft windows O/S and MS Product suite preferred

Location: Hybrid in Bossier City, LA

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 holidaysWe are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.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.