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General Dynamics Information Technology Help Desk Technician II - Active Secret clearance required in Mclean, Virginia

Job Description

Seeking a Helpdesk Technician to join our team!!

Contract requires the candidate to have an active secret clearance.

DUTIES/RESPONSIBILITIES DUTIES:

  • Identifies, researches, and resolves customer issues.

  • Act as a primary interface to customers for support issues.

  • Performs escalation procedures.

  • Properly assigns customer tickets priority using impact and urgency and product categorization classification.

  • Perform password resets for customers on applicable systems.

  • Collect information from callers and ensure that tickets are promptly and accurately documented in ticketing system.

  • Utilize the ticketing system knowledgebase to guide callers through resolution of reported issues.

  • Properly assign tickets not resolved to the appropriate support organizations.

  • Operate within the Customer Service Center phone, email, and chat tools to provides support.

  • Answers incoming calls, works received email tickets, and process requests received via a chat tool.

  • Creates and updates tickets for all calls, email, and chat requests handled.

  • Creates and updates Knowledge Management documents as needed for HSIN program use.

  • Reviews existing documents for currency.

  • Provides feedback and suggestions to management for improvements with HSIN Service Desk.

Education

HS/GED

Qualifications

1+of directly related experience supporting help desk / service desk operations

Basic knowledge of the principles, methods, and techniques used in customer service

Use of Cherwell, or other call ticketing systems desired

Verbal Communication / English as primary language

Phone Skills

Customer Service

Attention to Detail

Professionalism

Multi-tasking

Familiar with using web browsers (Microsoft Internet Explorer, Mozilla Firefox, Google Chrome) and managing their settings

Unique/Additional Requirements Candidate must have Secret Clearance and must be eligible to obtain and maintain an approved EOD (Entry on Duty).

This program requires 24X7X365 operational support; therefore, this position is not shift specific and may require rotation of schedule hours. An Offer for this position does not stipulate or guarantee a specific schedule or shift. Must be available for 1st, 2nd or 3rd shift.

WORKING CONDITIONS: Standard business work environment. After hours availability for communication and escalation is required. On-call availability and flexibility to work on a varied shift rotation is expected. The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment. Must be able to lift and carry at least 30-50 lbs.

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.

Requisition ID2019-64124

of Openings2

Job FunctionInformation Technology

Security Clearance LevelSecret

Full/Part TimeFull Time

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