NESD Help Desk Agent II - $24/hr - Bossier City

As a NESD Help Desk Agent II at GDIT, your primary responsibilities include assisting end-users with technical issues related to Navy software systems, applying troubleshooting techniques, and providing solutions through various support channels such as phone, email, and chat. Furthermore, you'll document incidents and requests according to established procedures and maintain a high level of customer service throughout every interaction.

To qualify for the NESD Help Desk Agent II position at GDIT, candidates must possess a high school diploma or equivalent, along with at least 2 years of related technical experience. Additionally, candidates must be willing to obtain a SECRET government clearance and ITIL Foundations v4 or HDI-SCA certification within 90 days of hire.

At GDIT, NESD Help Desk Agents II work in a structured, 24x7 help desk environment that emphasizes a people-centric culture. You'll be part of a team that values collaboration and excellence, allowing you to engage in a variety of interactions and challenges, all while supporting the critical operations of the Department of the Navy.

Yes, GDIT is committed to fostering career growth and professional development. As a NESD Help Desk Agent II, you'll have access to paid education and certifications, and there's an internal mobility team to assist you in taking the next step in your career. GDIT values its employees and encourages continuous learning.

GDIT offers a comprehensive benefits package that includes medical, dental, and vision plans, a 401(k) with company match, generous paid time off, paid parental leave, and various wellness programs. These benefits are designed to promote a healthy work-life balance and support you in your career journey.

For this question, relate specific examples from your previous roles where you identified and resolved technical problems swiftly. Explain your methodology for diagnosing issues and ensure to stress your commitment to providing excellent customer service during the troubleshooting process.

Discuss the importance of time management and the strategies you implement to prioritize tasks effectively. Mention using tools or systems to track requests and ensure that urgent issues are handled promptly while maintaining communication with users about case statuses.

In such situations, it’s crucial to remain calm and communicate transparently with the customer. Explain that you would gather all necessary details, escalate the issue as needed, and assure the customer that they will receive updates as you work toward a resolution.

Addressing stressed users requires empathy and active listening. Explain how you would validate their concerns, express understanding, and provide clear information on how you intend to help resolve their issue efficiently, ensuring they feel supported throughout the process.

Highlight any relevant certifications you possess, such as ITIL Foundations or HDI-SCA. If you don’t hold them yet, convey your willingness to obtain them promptly upon hiring to enhance your performance and service delivery.

Prepare a specific scenario where you exceeded a customer’s expectations, detailing the context, your actions, and the outcome. Emphasize how this experience aligns with GDIT's mission of exceptional customer service.

If you have experience with Navy applications, be sure to elaborate on that. Otherwise, express your eagerness to learn and adapt by discussing your general IT knowledge and familiarity with similar systems.

Discuss ways you proactively research and engage in continuous learning, such as attending webinars, participating in forums, and pursuing relevant online courses, to keep your skills sharp and knowledgeable.

Emphasize the importance of accurate documentation by detailing the specific steps you take, including collecting pertinent user details, describing the issue clearly, and outlining the resolution for future reference. Mention that thorough documentation improves overall service efficiency.

Express genuine enthusiasm for the role and GDIT as a company. You might mention their commitment to innovation and service excellence, the opportunity to support crucial Navy operations, and how your skills align perfectly with their needs.