Helpdesk Technician - Tier II - TS/SCI w. Polygraph

Overview:

Transform technology into opportunity as a Helpdesk Technician with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate. At GDIT, people are our differentiator. As a Helpdesk Technician you will help ensure today is safe and tomorrow is smarter.

HOW A HELPDESK TECHNICIAN WILL MAKE AN IMPACT:

• Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).

• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

• Performs hardware and software installations and upgrades to operating systems and layered software packages.

• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.

• Walk customers through problem-solving and follow up with customers to ensure issues are resolved.

• Assists with the collection and evaluation of incident reporting practices and operations.

• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).

• Knowledge of network connectivity troubleshooting, cable management, and fiber termination technologies.

• Will be responsible to assist in managing and modernizing LAN cabling

• Maintaining and updating records and tracking databases

• Alerting management to recurring problems and patterns of problems

WHAT YOU'LL NEED TO SUCCEED:

• Required Education and Experience: HS/GED and 2+ years

• Certifications: DoD Manual 8570.01-M at the Information Assurance Technical (IAT) Level II role.

• Security Clearance Level: TS/SCI clearance and ability to obtain and maintain a CI Polygraph

• Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow

• Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team

• Ability to resolve technical and other types of issues with little oversight

• Location: On Customer Site

GDIT IS YOUR PLACE:

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and holidays

Work Requirements