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Help Desk Technician II - SEC

Company: General Dynamics Information Technology
Location: Bossier City
Posted on: January 8, 2022

Job Description:

Type of Requisition:RegularClearance Level Must Currently Possess:NoneClearance Level Must Be Able to Obtain:NoneSuitability:Agency SpecificPublic Trust/Other Required:BI Full 6C (T4)Job Family:Help DeskJob Description:GDIT is seeking a Help Desk Technician II to support the Securities and Exchange Commission's (SEC) Service Desk based in Bossier City, LA.As a Help Desk Specialist with GDIT, you will have the opportunity to learn and grow in your IT career as you:

  • Respond to incoming service calls and/or to self-service ticketing queues on behalf of our client to provide accurate and appropriate information
  • Identify, evaluate, prioritize and research end-user issues to ensure that inquiries are successfully resolved
  • Perform research and resolution support independently.
  • Create, update and close incident and service requests with the IT service management system.
  • Adhere to IT Processes and SOP's.
  • Utilize troubleshooting techniques to resolve hardware, software, and network issues
  • Document incident status and solutions in incident database tools
  • Identify, diagnose, isolate, and analyze problems utilizing historical database records
  • Adhere to established levels of service
  • Adhere to established customer service and documentation standards within required time frames
  • Adhere to contact center scheduling during hours of operation (Be willing to work 24 hours a day, 7 days a week).
  • Perform clerical and/or administrative duties as assigned Required Qualifications
    • AA/AS or equivalent experience in a related field of study
    • 1 or more years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software
    • Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing, computer workstations, computer hardware and software, productivity tools, applications and networking
    • CompTIA A+ certification may be substituted for 1 year experience.
    • Louisiana residency within a 60 mile radius of our Bossier City facility Preferred Qualifications
      • Previous experience working with a contact center management database
      • Previous experience working with an IT Service Management system#ITCHelpDeskScheduled Weekly Hours:40Travel Required:NoneTelecommuting Options:Telecommuting Not AllowedWork Location:USA LA Bossier CityAdditional Work Locations:COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.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. Associated topics: help, information technology, network, patient, support, support analyst, systems administrator, technical, technician ii, technician iv

Keywords: General Dynamics Information Technology, Bossier City , Help Desk Technician II - SEC, Professions , Bossier City, Louisiana

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