Help Desk Technician

Req : RQ220726

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other

Required:

None

Job Family: Technical Support Services

Skills: Help Desk Support, Remote Access, Remote Support, Technical Helpdesk, Troubleshooting

Certifications: CompTIA – Security – CompTIA – CompTIA – Security – CompTIA

Experience: 3 years of related experience

US Citizenship

Required:

Yes

In this role, a typical day will include:

• Collaborating with the Department of Energy to solve simple to complex IT issues; assisting and supporting end‑users with technical issues and questions related to software systems and applications including MS Operating Systems, Microsoft Office 365, VMWare and specialized DOE applications via multiple support channels including phone, email, chat sessions, web forms, and other communication methods available.
• Creating, modifying, deleting, and editing distribution lists, shared mailboxes and the global address list via Active Directory; managing user accounts and group memberships via Active Directory as well as shared drive permissions to ensure accurate recording of work performed according to business processes and standard operating procedures (SOP).
• Applying basic troubleshooting, issue isolation and diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalating tickets in accordance with existing SOPs, work instructions & knowledge articles; success will be measured through satisfactory attainment of customer service level agreements.

HOW A SERVICE DESK / HELP DESK ANALYST WILL MAKE AN IMPACT:

• Providing program support as a Tier 2 Service Desk Technician; delivering excellent customer service and quick resolution of technical issues for customer via chat, email, and deskside support.
• Supporting on‑site installation, implementation, maintenance, troubleshooting and repair of desktops, thin clients, notebooks, printers, iPads, and associated peripherals.
• Troubleshooting and resolving issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies.
• Supporting Microsoft Office 365 and Active Directory products; documenting and tracking customer incidents and requests via ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable.
• Isolating and resolving issues with individual workstations.
• Acting as a resource to answer user questions about hardware and software issues.

WHAT YOU’LL NEED TO SUCCEED:

• Required Experience:
  
  3-6 years of helpdesk experience.
• Required Technical
  
  Skills:
  
  CompTIA Security (DoD 8570 Compliance).
• Security Clearance Level: Active Top SecretDOE Q.
• Location:
  
  On Customer Site; this service desk is 24/7/365, shift work may be required.

The likely hourly rate for this position is between $27.20 – $36.80. Salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

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 protect 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 review our Total Rewards package to ensure our offerings are competitive and reflect what employees value most.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans