Principal Duties and Responsibilities:

An I2TS 3 Service Desk Specialist:

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Desirable Skills / Experience:

• Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
• Ability to interact with customers on a daily basis providing guidance and procedures concerning account requests, e-mail, home directories, file access/storage, local procedures, etc. as required to ensure mission success

Education Required:

• High School Diploma/GED with 6 years of related experience, or Associate’s Degree with 4 years of related experience

Certification(s):

• DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
• Required Security Environment Certification: CompTIA Security+ CE or equivalent
• Desired Computing Environment certification: Microsoft Windows 10 or Microsoft Certified Solutions Associate (MCSA)

Security Clearance:

• TS/SCI required

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.