Tier II Help Desk Specialist

Washington, DC
May 26, 2017
Jul 04, 2017
Full Time
This Service Desk is a 6:00 AM - 6:00 PM operation Monday through Friday. It operates as a Tier 2 help desk for the Campus Enterprise Infrastructure and as the Single Point of Contact (SPOC) to various government stakeholders utilizing the shared Campus infrastructure. The desk is responsible for supporting 5,000 end users and a shared services Campus infrastructure using an integrated Service Desk/NOC/SOC ITIL environment to optimize FCR and MTTR.


The organization is a very fast-paced, changing environment. Superior customer service skills are required. This position requires ability to work independently as well as within groups. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative.


Job Responsibilities:

Answer incoming client and customer calls (Identifies, researches, resolves technical support issues at a tier 2 level)

Acts as a primary interface to business users for all IT support issues

Troubleshoot issues relating to VOIP, AV/VTC/IPTV/Network as end user services at a Tier 2 level without further escalation 95% of the time; escalate all others to Tier 3 as required

Create and update Remedy incidents and service requests; support daily and weekly reporting requirements

Train end users in the use of equipment and software


Position Requirements:

Create, understand and execute approved escalation procedures

Ability to react to dynamic industry and rapid changes in information technology

Ability to maintain customer focus in the midst of difficult circumstances (Provides a high level of professionalism and customer service in all dealings with customers)

Ability to manage multiple priorities in a fast-paced environment

Experience supporting large service desk environments at a tier 2 level

Follows escalation procedures when Incidents require escalation to the next level of support

Experience working in an ITIL process-oriented workflow environment

Experience working with multi-tiered ticket handling/resolution systems

Professional verbal and written communication skills required

Ability to work well under pressure, meeting multiple deadlines

Ability to work independently with minimum supervision

Experience with Windows and non-Windows server configuration, administration, and monitoring

Understanding of federal contracting environment a plus

Participate in shift rotation as needed (6AM-2PM; 10AM-6PM)

Ability to understand and utilize event monitoring and displays of dashboards with system status to support Tier 2 incidents

Ability to support critical outage events; stand up of conference bridges and act as a key SPOC with various gov't stakeholders to resolve issues quickly

Ability to develop SME experience on one or more systems or applications acting as a "go to" person for other Service Desk Specialists.

Contribute to Knowledge Management.

Education Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.



ITIL Foundation V3 required

HDI certification strongly desired

Qualifications 8-10 years of directly related experience supporting information systems operations.

 Requires 3 - 5 years of experience in a Tier 2, service desk environment supporting enterprise services such as VOIP/AV/VTC/IPTV and large network infrastructures

Requires 2 - 4 years supporting Active Directory based windows platforms. 

Requires 2-3 years of experience utilizing Remedy ITSM v7.5 or higher 

Requires strong communication and verbal skills with the ability to work with multiple stakeholders and end users under pressure

Candidate may be required to work first or second shift as necessary to fulfill coverage requirements.

Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.

We will be hiring for multiple positions on Shifts 1 and 2. Please specify which shift you are interested in when you are applying.

This position is not shift specific and may require rotation of schedule hours. We will attempt to accommodate specific shifts, but an offer for this position does not stipulate or guarantee a specific schedule or shift.

 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.