Help Desk Technician - DAYS (0600 to 1400)- with TS/SCI - Colorado Springs

GDIT is looking for a Service Desk Specialist to work days (0600 to 1400) who holds TS/SCI able to obtain CI Poly for a full time position, located in Colorado Springs, Co.

Program overview

GDIT will provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. GDIT will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Position description

Resolves technical problems and answers 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. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

• This position does require employees to work one weekend day a month.

Essential job functions

• Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
• Provides polite and customer friendly service support for problem resolution
• Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools
• Possesses current working knowledge of computers, printers, laptops and common windows applications
• Works through various types Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

*Day shift (0600 to 1400)*

Qualifications

Two certifications are required for the program:

1. Security+ CE or another 8570 Cert

2. PWS 9.1 cert

• Security+ or other technical certification to meet 8570 IAT II compliance required.

EDUCATION AND EXPERIENCE: HS/GED, 0+ years of experience

Must be able to meet customer facility COVID requirements

hours: 0600 to 1400

#JET

#HiringColorado