Help Desk Engineer

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Other

Clearance Level Must Be Able to Obtain:

None

Suitability:

Public Trust/Other Required:

NACI (T1)

Job Family:

Functional Experts

Job Qualifications:

Skills:

Communication, Customer Service, Diagnosing Problems, Microsoft Office, Standard Operating Procedure (SOP)

Certifications:

Security + - CompTIA

Experience:

5 + years of related experience

US Citizenship Required:

No

Job Description:

Seize your opportunity to make a personal impact as a Help Desk Engineer supporting the Defense Health Agency (DHA). GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Help Desk Engineer you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Engineer joining our team to support customer service calls from researchers, medical professionals and scientists across the Military Health System (MHS) for the Electronic Institutional Review Board (EIRB) program.

HOW YOU WILL MAKE AN IMPACT:

• Responding to customer phone calls and emails per the service level agreement 
• Responsible for all User Account requests
• Assistance with problem diagnosis of the application
• Functioning as primary Point of Contact to issues associated with the application
• Updating documentation about the steps to resolve an issue
• Creating Standard Operating Procedure documents
• Resolving trouble tickets as appropriate
• Assisting in root cause analysis of the incident
• Assisting in after action incident reports
• Perform testing of new releases of the application 
• Run and analyze ticket reports

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelors Degree in Computer Science or related field or the equivalent combination of education, professional training, or work experience
• Required Experience: 5+ years of related experience
• Required Technical Skills: Microsoft Office (Word, Excel, PowerPoint)
• Security Clearance Level: Must be clearable for a NACI(T1) public trust
• Required Skills and Abilities: Ability to communicate effectively and clearly; Able to work in a virtual team setting; Able to take ownership of a task and complete it on time
• Preferred Skills: Bachelor's degree preferred; ServiceNow Ticketing System, Server Support, System Monitoring, Oracle Database and SQL; Security + certification; CompTIA Certification, Microsoft Certifications
• Location: 100% Remote; Customer is in Falls Church, VA; Schedule - M-F 11am - 8 pm EST

GDIT IS YOUR PLACE: 

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest …