- 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 escalate 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
- Have demonstrated root-cause analysis skills
- An ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24x7 help desk environment
- A high school diploma or equivalent; AND
- 2 or more years of related technical experience
- An ability and willingness to obtain and maintain a SECRET government clearance
- An ability and willingness to obtain an ITIL Foundations v 4 or HDI-SCA certification within 90 days of hire
- An ability and willingness to work on-site, as required
- Louisiana residency, living within a reasonable driving distance of our New Orleans facility (approximately 60 miles)
- US Citizenship
- Demonstrated experience with Navy Applications or Service Desks such as Navy 311, LOG IT, NIS, NCORS, NEST/RAPT, or NAVSUP BSC
- An active SECRET clearance
- An ITIL Foundations v 4 or HDI-SCA
- 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
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NESD Help Desk Agent II - New Orleans, United States - General Dynamics
Description
Responsibilities for this PositionLocation:
USA LA New Orleans Lakeshore Dr. (LAS009)
Full Part/Time:
Full time
Job Req:
RQ173419
Type of Requisition:
Pipeline
Clearance Level Must Currently Possess:
None
Clearance Level Must Be Able to Obtain:
Secret
Suitability:
Public Trust/Other Required:
None
Job Family:
Help Desk
Job Qualifications:
Skills:
Customer Service, Help Desk Support, IT Service Desk, Troubleshooting
Certifications:
Experience:
2 + years of related experience
US Citizenship Required:
Yes
Job 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 the Department of the Navy Enterprise Service Desk (NESD) activities at our New Orleans, LA facility.
At GDIT, we foster a people-centric environment.As a Help Desk Technician II supporting NESD, you will be trusted to assist customers by researching technical issues, exploring answers, and providing information and alternative solutions through a variety of methods including phone, email, chat, and enterprise ITSM.
In this role, a typical day will include:
As a well-qualified candidate for this role, you:
QUALIFICATIONS
To qualify for this role, YOU MUST have:
Even BETTER if you have:
WHAT GDIT CAN OFFER YOU:
Applying for a career in GDIT's Engagement Center is as easy as To learn more about GDIT's Help Desk or Call Center positions and our candidate application process please call 833-GDIT-123.
Scheduled Weekly Hours:
40
Travel Required:
None
Telecommuting Options:
Hybrid
Work Location:
USA LA New Orleans Lakeshore Dr. (LAS009)
Additional Work Locations:
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.
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.
