HELP DESK TECHNICIAN II

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Desktop Computers, Hardware Troubleshooting, Operating Systems (OS), Remote Support

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

HELP DESK TECHNICIAN II

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician II and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

MEANINGFUL WORK AND PERSONAL IMPACT
As a Help Desk Technician II, the work you’ll do at GDIT will be impactful to the mission of AmeriCorps. You will play a crucial role in the support of the IT operations infrastructure.
● Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
● Collaborate across all IT teams to support users and managers.
● Deliver materials following project SLAs.

● Provide feedback to operations managers after implementation of new technology and assist the troubleshooting process.

WHAT YOU’LL NEED TO SUCCEED
Bring your technology expertise and drive for innovation to GDIT. The Help Desk Technician II must have:
1+ years of technical support experience in current desktop and laptop computers, various operating systems to include two or more of the following: Windows 10/11, Mac OS with 1+ years of technical support experience in Office 365.

AA Degree + 1 year related experience OR 3 years of related working experience if no AA degree.

Must be a US citizen. Must successfully pass a background check and obtain Public Trust security clearance.

Experience using ticketing system (prefer ServiceNow).

Experience with remote desktop management software (prefer Bomgar\Beyond Trust).

Experience with workstation deployment management system (prefer SCCM).

Ability to follow and update standard troubleshooting procedures to ensure proper routing escalation of issues that cannot be resolved while on call with the customer.

Willingness to actively seek input from senior engineers and ask questions to improve technical understanding to improve first call resolution.

Proven ability to meet and/or exceed Service Level Agreements.

Strong customer service and end-user equipment support skills.

Strong written and oral communications required.

Ability to work within 8:00 am – 8:00 pm EST M-F shift and cover from 12:00 pm – 8:00 pm EST if needed.

Desired:

ITIL foundations certification or ability to obtain certification within 3 months

One or more of the following certifications is desired:

•             CompTIA Security+

•             CompTIA Network+

•             CompTIA A+

•             Microsoft Certified Desktop Support Technician

•             Enterprise Desktop Support technician on Windows 11

•             MCITP: Enterprise Desktop Administrator on Windows 11

•             Microsoft Certified Technology Specialist: Windows 11

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Flexibility: Full-flex work week to own your priorities at work and at home
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

e colleagues who share your desire to drive operations forward.

The likely hourly rate for this position is between $28.05 - $37.95. 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:

Remote

Work Location:

Any Location / Remote

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. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. 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 50 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.

Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans