Help Desk Technician

** Req :
** RQ223813

** Type of

Requisition :
** Regular

** Clearance Level Must Be Able to Obtain:
** None

** Public Trust/Other

Required:

** NACI (T1)

** Job Family:
** Technical Support Services

*
* Skills:

*
* Audiovisual Equipment,Call Center,Customer Service,Help Desk Support,Teleconferencing

*
* Experience:

*
* 1 + years of related experience

*
* Job Description:

*
* Help Desk Technician I

Transform technology into opportunity as a Help Desk Technician I with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Technician I you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Technician I joining our team to:

+ Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routing issues.

+ Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.

+ Capable of using a computer system to track questions and answers, as well as enter orders. Responds to inquiries requiring a written response with the use of standard or form letters.

+ Provide technical audiovisual, multi-media, and video support services for meetings, conferences, training sessions, and other events

+ Assist in the setup, installation, testing, operation, and maintenance of equipment for audio and video conferencing and teleconferencing meeting needs

+ Assist with audio visual system deployments including hardware and software configuration

+ Conducts sound, visual, and performance quality checks on AV equipment

+ Assist in operating sound and visual equipment during live events

+ Performs maintenance actions including inspections, service contracts, and upgrades

+ Monitors VTC equipment and system performance to ensure satisfactory operation

+ Troubleshoots hardware, software, infrastructure and Enterprise problems

+ Install video switching devices, media converters, wall monitors/televisions, and video control devices that support AV systems

+ Provides technical assistance and training to users

+ Participates in special projects as required

+ May provide guidance and work leadership to less-experienced staff members. Resolves more complex issues submitted by less-experience Specialists. Participates in special projects as required.

** Position Requirements*
* + 1+ years of related customer support, call center or help desk experience.

+ Provide weekend and holidays coverage as needed.

+ Requires a High School Diploma or GED. Associates Degree preferred.

+ ITIL Foundation Certified (Preferred).

+ HDI CSR Certified (Preferred).

+ Must be able to obtain/retain an FAA PIV badge (Mandatory).

** FAVES Citizenship Requirements - 3.14-3 Foreign Nationals as Contractor Employees (April 2008)*
* + Each contractor or subcontractor employee under this contract having access to FAA facilities, sensitive information, or resources must be a citizen of the United States of America, or an alien who has been lawfully admitted for permanent residence as evidenced by Alien Registration Receipt Card Form I-151, or who presents other evidence from the U.S. Citizenship and Immigration Service that employment must not affect his/her immigration status.

+ Aliens and foreign nationals proposed under this contract must meet the following conditions in accordance with FAA Order 1600.72A, chapter 5, paragraph 7 & 8:

+ Must have resided within the United States for three (3) of the last five (5) years unless a waiver of this requirement is requested and approved in accordance with the requirements stated in FAA Order 1600.72A, chapter 5, paragraph 9;

+ A risk or sensitivity level designation can be made for the position; and

+ The appropriate security-related background investigation/inquiry can be adequately conducted. (c) Interim suitability requirements may not be applied unless the position is low/moderate in risk, and/or temporary, and/or is not in a critical area position.

HOW A HELP DESK TECHNICIAN I WILL MAKE AN IMPACT

● Provides technical support and…