Help Desk Technician - TS/SCI Req'd

Location
Ft Belvoir, VA
Posted
Jan 12, 2017
Closes
Jun 14, 2017
Industry
Specialty Trades
Hours
Full Time
Job Responsibilities    

Performs basic data gathering from customers, coordinates assignment with team members, and tracks incident management process through eventual resolution.
1. Performs a variety of general administrative tasks in support of the day-to-day operations of an office, group or customer.
2. Normal office duties in support of the contractor support team including sending/receiving emails, setting up meetings and managing calendars. Answering phones, forwarding calls, taking and forwarding messages.
3. Helps monitor the integrity and security of servers and systems and alert technicians to anomalies.
4. Maintains procedures and system documentation.
5. Interacts with users and assists when possible, or directs customers to qualified technician.
6. Assists with problem solving efforts.
7. Provides advice and training to end-users.
8. Maintains current knowledge of relevant technologies as assigned.
9. Participates in daily status meetings and may be called on to present incident management information.
10. Document numerous customer requests per day via commercial ticketing management system.
11. Participates in special projects as required.


 

 

Education 1. Requires a High School Diploma or GED.

 2. Associate's Degree preferred.

Qualifications 1-3 years of directly related experience supporting help desk operations or customer service.

 Unique/Additional Requirements
1.  Monitor and clean-up orphaned tickets
2.  Monitor and enforce compliance of Incident Management Policy
3.  Maintain Incident Management policy
4.  Hosting 0900 EST Situational Awareness Meeting
5.  Work to improve situational awareness
6.  Monitor and facilitate resolution of tickets older than 30 days
7.  Monitor and facilitate tasks for the Problem Management team
8.  Control, disseminate and monitor ticket queues

Skills/Knowledge
1.  Knowledge of the customer ticketing system
2.  Knowledge of the customer's ticketing processes
3.  Knowledge of customer Incident and Change management processes
4.  Incident management as a core process
5.  Proficiency in MS Office (MS Word, Excel, PowerPoint)
6.  Strong ability to write clearly and concisely
7.  Must be able to synthesize technical IT terminology and quickly summarize and simplify for non-technical personnel

•    Minimum 6 months customer service experience required.
•    Must be able to type a minimum of 20 WPM.
•    Excellent organizational, workflow and multi-tasking skills.
•    Demonstrated ability to represent the organization in a positive, proactive manner.
•    Proven ability to work as a member of a team.
•    Ability to manage competing priorities, while adhering to strict deadlines.
•    Strong oral presentation skills including ability to clearly convey complex information and ideas to employees at all staff levels.

Shift work (Panama Schedule - 12 hours/day for a total of 7 days over 2 week period).
May be required to work GDIT scheduled holidays.  Overtime may be required.  Must possess current government security clearance. 

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

 

8570 policy does NOT apply to this position.