Service Desk Technician (Service Desk) w/ Poly
General Dynamics Information Technology (GDIT) is looking for a Help Desk Technician to provide technical support on a mission centric 24x7 enterprise operations & data center(s) infrastructure. Candidate will support a wide variety of classified and unclassified networks dispersed over wide geographic regions. The candidate will be responsible for providing service desk Tier 1 support to perform the following duties; technical support and troubleshooting to network, desktop, and/or systems hardware and software. 1. Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. 2. Installs, configures, and upgrades computer hardware and software. 3. Provides end-user software troubleshooting and support. 4. Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions. 5. Provides troubleshooting and support. 6. Assists in the administration of e-mail systems. 7. Provides phone and help-desk support for local and off-site users. 8. Maintains current knowledge of relevant technologies as assigned. 9. 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.
- Support the various shift work schedule in a 24x7 Operations CenterKnowledge of ITIL service management processesBasic knowledge of desktop operating systems and applications.Basic knowledge of the principles, methods, and techniques used in computer troubleshooting and support.May require professional certification in one or more specific technologies, depending on job assignment.Ability to identify and evaluate of evidence to guide decision making; use broad in-depth analysis of evidence for problem solving to make decisions and communicate clearly and accuratelyPrior work on large, geographically disperse networksExperience with ServiceNow or other service desk ticketing toolsProfessional certification in one or more specific technologies is required, depending on job assignment such as Security+, ITSM products, ITIL Foundations, etc.