NESD Help Desk Agent III - New Orleans, United States - General Dynamics Information Technology

Description

Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure?

Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so,

General Dynamics Information Technology

has an exciting opportunity for you.


GDIT
is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals.

Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Navy Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions.

This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction.

If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

RESPONSIBILITIES
A day in the life of a Help Desk Technician III with
GDIT includes:
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

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE


General experience:
Intermediate level of technical experience with software
Experience providing support via remote tools
Demonstrated root-cause analysis skills


Specialized experience:
Experience in analyzing and troubleshooting military software systems preferred


WHAT WE ARE LOOKING FOR
You


MUST


have:
A high school diploma or equivalent; AND
3 or more years of related experience
Demonstrated experience supporting classified legacy NESD Help desk
Must have an active SECRET government clearance
Ability and willingness to obtain an 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

We


PREFER
you

have:
Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense - Ashore/ Afloat

#NOLAHelpDesk

#TSSCE

Work Requirements


cls-1{fill:

none;stroke:
#5b6670;stroke-miterlimit:10;stroke-width:2px}

Years of Experience
3 + years of related experience

* may vary based on technical training, certification(s),

or

degree


cls-2{fill:

none;stroke:
#5b6670;stroke-miterlimit:10;stroke-width:2px}

Certification

Travel Required
None


cls-3{fill:

none;stroke:
#5d666f;stroke-miterlimit:10}

Citizenship
U.S. Citizenship Required

Salary and Benefit Information
The likely hourly rate for this position is between $ $36.70. 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.

View information about benefits and our total rewards program.
About Our Work

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.

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.