Service Desk Technician Senior (TS/SCI) with Security Clearance

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Job description

REQ#: RQ188841 Public Trust: None Requisition Type: Regular Your Impact Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense's mission to keep our country safe and secure. Job Description Service Desk Technician Senior Deliver simple solutions to complex problems as a Service Desk Technician Senior at GDIT. Here, you'll tailor cutting-edge solutions to the unique requirements of our clients. With a career in application development, you'll make the end user's experience your priority and we'll make your career growth ours. At GDIT, people are our differentiator. As a Service Desk Technician Senior, you will help ensure today is safe and tomorrow is smarter. Our work depends on the Service Desk Technician Senior joining our team who specializes in identifying and diagnosing issues and problems. The Service Desk Technician Senior serves as the point of contact to support service users and customers reporting issues, requesting information, access, or other services. The Service Desk Technician Senior specializes in delivering customer service through multiple channels including human, digital, self-service, and automated tools. Supports problem identification and resolution. Has the ability to identify, and diagnose issues, and problems, as well as provide solutions HOW A SERVICE DESK TECHNICIAN SENIOR WILL MAKE AN IMPACT Able to manage one or more customer service or service desk functions
Receives and handles requests for service, following agreed procedures.
Promptly allocates calls as appropriate.
Logs incidents and service requests, and maintains relevant records:
Identifies and classifies incident types and service interruptions
Records incidents cataloging them by symptom and resolution
Acts under guidance to record and track reliability data for your services
Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems and interrogates database for potential solutions.
Escalates complex or unresolved incidents.
Records and tracks issues from the outset to the conclusion.
Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
Maintains records, informs users about the process and advises relevant persons of actions taken.
Acts as the routine contact point, receiving and handling requests for support.
Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
Contributes to creation of support documentation WHAT YOU'LL NEED TO SUCCEED: Education: BA/BS in Information Technology related field or the equivalent combination of education, technical training, or work/military experience. Required Experience: 3+ years of related experience Certification Requirements: DoD 8570.01 certification required - Security+, or higher Security Clearance Level: TS/SCI (Must have fully adjudicated Top Secret-SCI security clearance; CI/Polygraph may be required after hire) Location: On 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 Work Requirements Years of Experience 3 + years of related experience may vary based on technical training, certification(s), or degree Certification Security + - CompTIA Travel Required Less than 10% Citizenship U.S. Citizenship Required Salary and Benefit Information The likely salary range for this position is $72,176 - $86,250. 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.

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