Service Desk Specialist; M-F

Type of Requisition

Regular

Secret

Secret

None

Technical Support Services

Call Support, Communication, Computer Hardware, Help Desk Support, Trouble Ticketing

None

5+ years of related experience

Yes

At GDIT, people are our differentiators. We are seeking a customer‑service centered Service Desk Specialist to provide timely and professional Tier II support to users. To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self‑starter, completing tasks on your own, working together is critical in this role.

You will be interfacing with users and senior staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high‑level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.

Respond to queries either in person or over the phone. Respond to email, IM messages, and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software.

• Provide Tier 2 IT operations control support using ITSM ticketing system such as Service Now in the form of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs.
• Independently provide 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 in‑person customer service and phone support service to a 4,000 end‑user 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 50–100 tickets daily.
• Actively participate in all meetings such as weekly staff meetings, weekly training, Weekly Ticket Tag‑Up, etc.
• Prepare accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference‑only application reference guides.
• Document, maintain, and store specific information, including as‑built diagrams and SOPs/Job Aides.
• Support focus teams or specialized projects to promote rapid improvement turnaround.
• Maintain a high‑level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.
• Be part of a team that supports and operates 24×7×365 Service Desk.
• Analyze and recommend alternative solutions to meet customer needs.
• Build credibility and trust with customers and team members.
• Identify areas of opportunity to improve customer satisfaction.
• Must have excellent multi‑tasking and time‑management skills.
• Support the team process and participate in cross‑functional teams.
• Responsible for handling after‑hours on‑call support (when necessary).
• Answer phones and respond to emails in a timely manner.
• Participate in special projects as required.
• Use the ticketing system to:

• Proactively check help desk queue for new emails and create and assign tickets for those emails.
• Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.
• Escalate tickets as needed.
• Ensure all tickets 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…