Help Desk Support Specialists

Employer
General Dynamics Information Technology
Location
Chantilly, VA
Posted
Sep 13, 2021
Closes
Sep 15, 2021
Ref
86565412
Industry
Other
Hours
Full Time
**Type of Requisition:** Regular**Clearance Level Must Be Able to Obtain:** Secret**Job Family:** Help DeskGDIT is seeking a Computer User Support Specialist, Junior/Help Desk Technician to support a $100M+ US Navy program that provides full spectrum Command, Control, Communications, Computers, Combat Systems, Intelligence, Surveillance, and Reconnaissance (C5ISR) technical support to the warfighter in the Continental United States (CONUS), Outside the Continental United States (OCONUS), and in hazardous areas. These critical C5ISR solutions will support a broad range of Department of Defense (DoD) and non-DoD customers, including joint forces commands and disaster recovery/first responders.In support of this program, GDIT will perform and provide computer systems engineering services to perform tasks in support of assigned Distance Learning (DL) related technologies and systems including Learning Management Systems (LMS) and Knowledge Management Systems (KMS) support.Program tasking includes provisioning of infrastructure (hardware, software, and cloud services), infrastructure operational support, content development and training, software development, maintenance and enhancement, and some Help Desk support. The GDIT team will supply a full range of system capabilities to include all infrastructure and unique implementation elements. Additionally, the team will develop knowledge sharing strategies and techniques, and deploy various custom systems, that will support distance education and training content, and instructor led training, and producing professional training.**Required Experience for Junior Level:**+ Three (3) years or less of experience in Computer User Support.+ Knowledgeable of the following: Provide technical assistance to computer users; Answer questions or resolve computer problems for clients in person, via telephone, or electronically; May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.+ Active Secret clearance.**Required Experience for Senior Level:**+ Ten (10) or more years of related technical and managerial experience, preferably in an end-to-end service desk, contact center or other managed service environment.+ Provide technical assistance to computer users: Answer questions or resolve computer problems for clients in person, via telephone, or electronically.+ May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.+ Active Secret clearance.**Duties of this position may include:**+ Provide technical assistance to computer users.+ Answer questions or resolve computer problems for clients in person, via telephone, or electronically.+ May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.+ Provide three (3)-tiered Help Desk support at an enterprise level and develop, maintain, and execute a technical support service catalog based on ITIL best practices.+ Prepare, maintain, and execute an ITIL-based service catalog for Tier one (1) and Tier two (2) technical support by decomposing services into Standard Operating Procedures (SOPs) and work instructions and by maintaining comprehensive training programs for on-boarding and certifying new Help Desk agents.+ Receive and respond to user-initiated call center calls within identified service level objectives identified in the technical support service catalog and shall escalate issues to the next level of support.+ Receiving and responding to user-initiated email and online support requests and escalate issues as defined in the technical support service catalog.+ Conduct root cause analysis to identify, prevent, eliminate, and minimize the impact of recurring incidents to improve the transfer of knowledge between all agents and increase the speed of resolution.+ Provide troubleshooting and trend analysis through assisting users with diagnosing and resolving issues as defined in the technical support service catalog.+ Respond to Engineering Change Requests (ECRs) for network, database, and security software engineering as defined by the technical support service catalog. The provision of Tier three (3) support shall not impact support related to Tiers one (1) and two (2).+ A junior level person is responsible for assisting more senior positions and/or performing functional duties under the oversight of more senior positions.+ A senior level person typically works on high-visibility or mission critical aspects of a given program and perform all functional duties independently and may oversee the efforts of less senior staff and/or be responsible for the efforts of all staff assigned to a specific job.**Education Requirements:**For Junior Level-Bachelor's Degree from an accredited university. Six (6) years of additional work experience related to the applicable labor categories; required experience may be substituted for a bachelor's degree. Associate degree plus four (4) years of additional work experience related to the applicable labor categories; required experience may be substituted for a bachelor's degree.For Senior Level- Master's degree from an accredited university. A Bachelor's degree plus four (4) years of additional work experience related to the applicable labor categories; required experience may be substituted for a Master's degree. Six (6) years of additional work experience related to the applicable labor categories; required experience may be substituted for a bachelor's degree. Associate degree plus four (4) years of additional work experience related to the applicable labor categories; required experience may be substituted for a bachelor's degree.**Desired skills/experience include:**+ Use tools such as Confluence, Jira, Jira Service Desk, BMC Remedy.+ Demonstrated experience with implementing SLAs and performance metrics on a medium to large service desk or contact center program (100 to 500 Agents) within the last 5 years.+ Experience with several service desk technologies such as Remedy, ServiceNow, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA) to drive continuous improvement in business value and customer experience.+ ITIL v3/v4 Foundations certification or higher.+ Providing three (3)-tiered Help Desk support at an enterprise level and develop, maintain, and execute a technical support service catalog based on ITIL best practices.+ Prepare, maintain, and execute an ITIL-based service catalog for Tier one (1) and Tier two (2) technical support by decomposing services into Standard Operating Procedures (SOPs) and work instructions and by maintaining comprehensive training programs for on-boarding and certifying new Help Desk agents.+ Receive and respond to user-initiated call center calls within identified service level objectives identified in the technical support service catalog and shall escalate issues to the next level of support.+ Receiving and responding to user-initiated email and online support requests and escalate issues as defined in the technical support service catalog.+ Conduct root cause analysis to identify, prevent, eliminate, and minimize the impact of recurring incidents to improve the transfer of knowledge between all agents and increase the speed of resolution.+ Provide troubleshooting and trend analysis through assisting users with diagnosing and resolving issues as defined in the technical support service catalog.+ Respond to Engineering Change Requests (ECRs) for network, database, and security software engineering as defined by the technical support service catalog. The provision of Tier three (3) support shall not impact support related to Tiers one (1) and two (2).+ Demonstrated innovative thinking and follow through.+ Demonstrated rapid response to customer requests.+ Experience in researching new/emerging technologies.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.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.