What are the responsibilities and job description for the NESD Help Desk Agent II - Bossier City - Security Clearance Required position at General Dynamics - IT?
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 Help Desk Technician II joining our team to support the Department of the Navy Enterprise Service Desk (NESD) activities at our Bossier City, LA facility.
At GDIT, we foster a people-centric environment. As a Help Desk Technician II supporting NESD, you will be trusted to assist customers by researching technical issues, exploring answers, and providing information and alternative solutions through a variety of methods including phone, email, chat, and enterprise ITSM.
In this role, a typical day will include :
Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
Thoroughly documenting requests and incidents according to business processes and standard operating procedures
Documenting detailed, specific work notes regarding the interaction with the customer
Providing case status updates to management and end-users according to service level guidelines
Maintaining a high level of courteous customer service at all times
Communicating with customers at all levels of technical and non-technical skills set
QUALIFICATIONS
To qualify for this role, YOU MUST have :
A high school diploma or equivalent; AND
2 or more years of related technical experience
An a bility and willingness to obtain and maintain a SECRET government clearance
An ability and willingness to obtain an ITIL Foundations v 4 or HDI-SCA certification within 90 days of hire
An ability and willingness to work on-site, as required
Louisiana residency, living within a reasonable driving distance (approximately 60 miles) of our Bossier City facility
Demonstrated root-cause analysis skills
An ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24x7 help desk environment
US Citizenship
Even BETTER if you have :
Demonstrated experience with Navy Applications or Service Desks such as Navy 311, LOG IT, NIS, NCORS, NEST / RAPT, or NAVSUP BSC
An active SECRET clearance
An ITIL Foundations v 4 or HDI-SCA
WHAT GDIT CAN OFFER YOU :
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 and recharge with paid vacation and holidays
Not sure this job’s the one for you? Check out our other openings at gdit.com / careers.
NESDEG
TSSCE
TSSPriority
None
