NESD Help Desk Agent II - New Orleans at General Dynamics Information Technology

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Help Desk

Job Qualifications:

Skills:

Customer Service, Help Desk Support, IT Service Desk, Troubleshooting

Certifications:

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges.

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Help Desk Technician II joining our team to support the Department of the Navy Enterprise Service Desk (NESD) activities at our New Orleans, LA facility.

At GDIT, we foster a people-centric environment. As a Help Desk Technician II supporting NESD, you will be trusted to assist customers by researching technical issues, exploring answers, and providing information and alternative solutions through a variety of methods including phone, email, chat, and enterprise ITSM.

In this role, a typical day will include:

• Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

As a well-qualified candidate for this role, you:

• Have demonstrated root-cause analysis skills
• An ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24x7 help desk environment

QUALIFICATIONS

To qualify for this role, YOU MUST have:

• A high school diploma or equivalent; AND
• 2 or more years of related technical experience
• An ability and willingness to obtain and maintain a SECRET government clearance
• An ability and willingness to obtain an ITIL Foundations v 4 or HDI-SCA certification within 90 days of hire
• An ability and willingness to work on-site, as required
• Louisiana residency, living within a reasonable driving distance of our New Orleans facility (approximately 60 miles)
• US Citizenship

Even BETTER if you have:

• Demonstrated experience with Navy Applications or Service Desks such as Navy 311, LOG IT, NIS, NCORS, NEST/RAPT, or NAVSUP BSC
• An active SECRET clearance
• An ITIL Foundations v 4 or HDI-SCA

WHAT GDIT CAN OFFER YOU:

• 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

Not sure this job’s the one for you? Check out our other openings at gdit.com/careers.

Applying for a career in GDIT’s Engagement Center is as easy as 1...2...3. To learn more about GDIT’s Help Desk or Call Center positions and our candidate application process please call 833-GDIT-123.

#TSSCE

The likely hourly rate for this position is between $21.65 - $29.29. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Hybrid

Work Location:

USA LA New Orleans - 2021 Lakeshore Dr. (LAS009)

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.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.