Help Desk Technician

Type of

Requisition :
Regular Clearance Level Must Currently Possess:
None Clearance Level Must Be Able to Obtain:
None Public Trust/Other

Required:

NACI (T1) Job Family:
Technical Support Services

Job Qualifications:

Skills:

Audiovisual Equipment, Call Center, Help Desk Support, Teleconferencing

Certifications:

None

Experience:

1 + years of related experience US Citizenship

Required:

No

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…