Help Desk Technician Level II

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

Help Desk

Job Qualifications:

Skills:

Help Desk Support, Remote Support, Technical Support, Troubleshooting

Certifications:

None

Experience:

7 + years of related experience

US Citizenship Required:

Yes

Job Description:

Help Desk Technician II

Transform technology into opportunity as a Help Desk Technician with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Technician you will help ensure today is safe and tomorrow is smarter. We are looking for someone who provides 24x7 Help Desk Support as defined by first response/Tier 1/Level 1 support. Provides phone and in person support to users in the areas of email, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT

• Utilize work aids to resolve tickets at lowest level of support
• Receive, triage and route tickets to Tier 2 Help Desk accordingly
• Compile and organize data for monthly status reports
• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
• Create help desk tickets in the designated ticket tracking system, provide an intimal acknowledgement to the end user validating receipt of the ticket
• Assist users with account creation, accessing and using IT systems
• Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
• Analyze, log and track issue and problem tickets related to intellink application
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Provide daily written and oral communications, make recommendations for improvising documentation
• Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
• Update and maintain the help desk handbook to stay consistent with current processes and procedures

WHAT YOU’LL NEED TO SUCCEED:
Education: A bachelor’s degree in a technical, math, or business discipline. Seven (7) years of help desk experience with an associate’s degree may be substituted for a bachelor’s degree 
Required Experience: Five (5) years’ help desk experience with a bachelors, or seven (7) years help desk experience with an associate’s degree, or nine (9) years help desk experience in substitution of a degree.
Required Technical Skills: Help desk related technical skills

Security Clearance Level: TS/SCI with Full Scope Polygraph
Location: Customer Site
US Citizenship Required

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 holidays

The likely hourly rate for this position is between $39.10 - $52.90. 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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA MD Annapolis Junction

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.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.Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans