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

Description

Responsibilities for this Position

Location:
USA LA New Orleans Lakeshore Dr. (LAS009)


Full Part/Time:
Full time


Job Req:
RQ174191


Type of Requisition:
Regular


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:
Call Center, Critical Thinking, Customer Service, Information Technology (IT) Services, Standard Operating Procedure (SOP)


Certifications:

Experience:
3 + years of related experience


US Citizenship Required:
Yes


Job 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


Scheduled Weekly Hours:
40


Travel Required:
None


Telecommuting Options:
Onsite


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.

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.