Service Desk Specialist TS​/SCI W​/POLY Annapolis Junction, MD

Responsibilities

• Provides first contact and incident resolution to customers with hardware, software, and application problems, including both telephone support and electronically submitted requests.
• Provides polite and customer-friendly service support for problem resolution.
• Attempts to resolve as many incidents during the first contact or at Tier 1, efficiently escalating incidents to higher Tier II or Tier III when required.
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common Windows applications.
• Works through various types of Tier II issues with telephone assistance.
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self‑help capability.
• * This position does require employees to work one weekend day a month.

• HS degree or equivalent & 0+ years of related experience.
• Active TS/SCI clearance required (CI poly preferred or must be able to obtain).
• Technical certification to meet 8570 IAT II compliance required.
• Current working knowledge of computers, printers, laptops, and common Windows applications.

GDIT provides DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self‑Help Knowledge Portals, remote Service Desk resolution support, and in‑field customer engagement support. GDIT is the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in‑field customer support at the enterprise level.

Resolves technical problems and answers queries by telephone or self‑service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Provided above in responsibilities.

Location: USA MD Annapolis Junction

Full Part/Time: Full time

Scheduled Weekly

Hours:

40

Travel Required: None

Telecommuting Options: Onsite

Work Location: USA MD Annapolis Junction

Job Req: RQ209395

• 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.
• 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.
• 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.

The likely hourly rate for this position is between $26.52 - $35.88. 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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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