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:

SCA

Job Qualifications:

Skills:

Problem Resolution, Technical Troubleshooting, Troubleshooting

Certifications:

Experience:

3 + 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 Technical Help Desk Professional joining our team to support the Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program in Barbourville, KY.

At GDIT, we foster a people-centric environment. As a Technical Help Desk Professional supporting DoS, you will be trusted to work on diagnosing, resolving application issues, and providing appropriate solutions and will serve as the first point of contact for IT problem resolutions for the DoS service desk.

In this role, a typical day will include:

Collaborating with the Department of State to solve simple to complex IT issues

Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalating tickets in accordance with existing SOPs, work instructions & knowledge articles

Thoroughly documenting requests and incidents according to business processes and standard operating procedures (SOP).

Documenting detailed, specific work notes regarding the interaction with the customer.

Resolving technical problems and answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems

​Routing calls to product line specialists, application, or system support specialist when appropriate

Your success will be measured through satisfactory attainment of customer service level agreements

WHAT YOU’LL NEED:

High School Diploma

3 or more years of related experience

​Demonstrated experience using technical troubleshooting techniques to assist customers with resolution

Ability to obtain and maintain a Secret Level Clearance

Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (Satellite provided Internet Service will not qualify)

Ability and willingness to work any shift during a 24/7/365 operation

Live within a 60-mile radius of our Barbourville, KY facility

Work Environment:

Remote opportunites available upon approval

EVEN BETTER IF YOU ALSO HAVE:

HDI-SCA certification or ability and willingness to obtain within 1 year of hire

ITIL Foundations v4 certification or ability and willingness to obtain within 1 year of hire

WHAT GDIT CAN OFFER YOU:

401K with company match

Customizable health benefits packages

Collaborative teams of highly motivated critical thinkers and innovators

Internal mobility team dedicated to helping you own your career

Rewards program for high-performing employees

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.

#DoSEG #TSSCE

The likely hourly rate for this position is between $22.44 - $30.36. 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 KY Barbourville

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.