Service Desk Specialist

Service Desk Specialist

At GDIT, people are our differentiators. We are seeking a customer service–focused Service Desk Specialist to provide timely and professional support to users. In this role, you will support a fast-paced, ITIL-oriented environment and help ensure our customers can accomplish their mission every day.

You will collaborate closely with a team of IT professionals while also working independently to resolve technical issues. You will regularly interact with end users and senior staff, requiring articulate, clear communication and the ability to explain technical concepts in user-friendly terms. A strong customer service mindset—demonstrating expertise, courtesy, timeliness, and professionalism—is essential.

How a Service Desk Specialist Will Make an Impact

• Provide IT operations support using an ITSM ticketing system (e.g., Service Now) as a technical generalist, resolving incidents and service requests without frequent escalation.
• Deliver technical support and troubleshooting for computer systems, software, and hardware issues via in-person support, phone, email, instant messaging, and voicemail.
• Install, configure, modify, and repair computer hardware and software.
• Independently provide advanced technical interpretation and solutions across networks, software, hardware, configurations, and architectures.
• Train end users on the proper and efficient use of hardware and software.
• Perform in-person and phone support for a large end-user community.
• Create, update, and resolve trouble tickets with clear, high-quality notes and customer communication within established SLAs.
• Provide regular status updates regarding incident troubleshooting and resolution.
• Efficiently manage a high-volume ticket queue, ensuring tickets are actively worked and updated.
• Participate in team meetings, training sessions, and recurring ticket reviews (e.g., weekly staff meetings, ticket tag-ups).
• Prepare and maintain accurate documentation to support a knowledge base of service desk processes, guidelines, and reference materials.
• Document and maintain as-built diagrams, SOPs, and job aids.
• Support focus teams or specialized projects to promote process improvements and rapid issue resolution.
• Maintain a high level of customer service when interacting with users and senior staff in person, by phone, and via email.
• Contribute to a team that supports and operates a 24x7x365 Service Desk (as required by shift and coverage).
• Analyze customer needs and recommend alternative solutions to improve efficiency and satisfaction.
• Build credibility and trust with customers and team members through consistent, reliable support.
• Identify opportunities to improve customer satisfaction and service delivery.
• Support after-hours on-call coverage as needed.
• Periodically lift and move desktop hardware such as laptops, computers, and monitors.

Ticketing System Responsibilities

• Proactively monitor the help desk queue for new emails and create/assign tickets accordingly.
• Ensure all tickets are assigned, actively worked, and kept current; escalate tickets as needed.
• Document each ticket with the problem, solution, end user, start and completion times, and end user satisfaction.
• Provide resolutions with sufficient detail to enable another technician to address similar problems without extensive re-research.
• Notify the team lead of all VIP requests that require additional resources or may delay resolution.

What You'll Need to Succeed

Required Education and Experience

• Education:
  
  High School Diploma. Associate or bachelor's preferred
  
  Experience:
  
  2+ years of related experience Required Technical Skills

Required Technical Skills

• Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
• Experience with:
• Outlook in an Exchange Server environment
• Remote access tools for user support
• Networked printers
• Active Directory
• ITSM ticketing systems (Service Now or Remedy)
• Share Point
• DoD STIGs/IAVMs
• ACAS
• Working in an SCCM/MECM environment

Required Certifications

• Active/current CompTIA Security+ CE at start.
• Must obtain a relevant computing environment certification within 3 months of start if…