Mobility/service Desk Specialist - Arlington, United States - General Dynamics Information Technology

General Dynamics Information Technology
General Dynamics Information Technology
Verified Company
Arlington, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Type of Requisition:
Regular


Clearance Level Must Currently Possess:
Secret

Clearance Level Must Be Able to Obtain:
Secret


Suitability:

Public Trust/Other Required:

Job Family:
Help Desk


Job Qualifications:

Skills:
Customer Service, Help Desk Operations, IT Help Desk, ITIL Service Desk, IT Service Desk


Certifications:
CompTIA - Security+ - CompTIA - CompTIA


Experience:

3 + years of related experience


US Citizenship Required:
Yes


Job Description:

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that's important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can't turn into opportunity.

And our work depends on a Help Desk Specialist joining our team to support the National Guard activities at Arlington, VA.

How the Mobility/Service Desk Specialist will make an impact:

  • Provide Tier 2 IT operations control support using ITSM ticketing system such ServiceNow in the form of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs.
  • Independently provides advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.
  • Train end users on the proper use of hardware and software.
  • Perform inperson customer service and phone support service to 4,000 enduser community.
  • Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
  • Provide support and communication regarding status of incident troubleshooting and resolution.
  • Efficiently handle high volume ticket queue by supporting tickets daily.
  • Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
  • Document, maintain, and store specific information, including asbuilt diagrams and SOPs/Job Aides.
  • Support focus teams or specialized projects to promote rapid improvement turnaround.
  • Be part of a team that supports and operates a 24x7x365 Service Desk.
  • Ability to support a fast paced and ITIL transitional environment.
  • Analytically inclined with attention to detail and accuracy and consistent followthrough to assure problems are resolved with the ability to respond to last minute requests.
  • Ability to identify and articulate key information in an efficient and timely manner.
  • Ability to exercise discretion and independent judgment when handling situational occurrences.
  • Analyzes and recommends alternative solutions to meet customer needs.
  • Builds credibility and trust with customers and team members.
  • Identifies areas of opportunity to improve customer satisfaction.
  • Must have excellent multitasking and time management skills.
  • Supports the team process and participates on crossfunctional teams.
  • Responsible for handling afterhours on call support (when necessary).
  • Participate in special projects as required.
  • Use ticketing system to:
  • Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.
  • Escalate tickets as needed.
  • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
  • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
  • Notify the team lead of all VIP requests for support that require additional resources which result in a delay of resolution.
  • Maintain current knowledge of relevant technologies as assigned.
  • May need to lift and carry desktop equipment such as laptops, computers, and monitors.

What you'll need to be successful:

  • 3+ years of directly related experience supporting help desk operations or customer service.
  • Experience with:
  • Experience with remote access to users' computers
  • Experience working with networked printers
  • Active Directory
  • Using a ticketing system (Service Now or Remedy)
  • SharePoint
  • DoD STIGs/IAVMs
  • ACAS
  • Experience working in an SCCM/MECM environment
  • Excellent business analytical and problemsolving/trouble shooting skills.
  • Excellent customer service skills
  • Excellent communication skills
  • Excellent documentation skills
  • Strong organizational and collaborative skills
  • Strong teamwork and engagement as a project team member.
  • Ability to assimilate information rapidly, motivated to selfstudy new requirements
  • Maintain current industry knowledge of relevant concepts; practi
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