Job details
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Vacancy TypeRemote
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Shift and ScheduleMonday to Friday, 8 hour shift
Description
Clearance Level None Category SCA Location Germantown, Maryland
Requisition Type: Regular
Your Impact
Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.
Job Description
GDIT is seeking a Help Desk Specialist to join our team supporting the U.S. Department of Energy’s (DOE) Office of the Chief Financial Officer (OCFO), Office of Corporate Information Systems to provide Operations and Maintenance (O&M) Support Services of their Corporate Business Systems (CBSOM). As a Help Desk Specialist, you will provide end-user application support for a suite of DOE business applications. You will support DOE’s Corporate Business Systems, used by over 14,000 users to fulfill the agency’s mission to promote energy independence, progress scientific research, and protect the nation through nuclear security.
Duties and responsibilities will include, but are not limited to:
- Provide phone, email, and incident resolution support for local and off-site users, Monday-Friday (8AM-6PM) via 8-hour shifts.
- Answer phones and emails, and perform voicemail follow-up, in a timely manner.
- Triage, troubleshoot, and provide Tier 1 support to enterprise business application end-users.
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Escalate customer issues and work requests to higher support tiers as required.
- Use ServiceNow as the helpdesk ITSM platform to create and track request fulfillment and incident management tickets.
- Ensure all tickets worked include a well-documented problem and resolution.
- Document issue resolutions with sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
- Convert incoming users’ email-based support requests to tickets.
- Capture input to maintain the internal knowledgebase for Helpdesk agents.
- Create and maintain documentation and work with other members of the team to ensure that helpdesk documentation is complete and up to date.
Minimum Requirements:
- High School Diploma/GED
- Must have at least 1 year of Helpdesk experience.
- Good team player, able to manage multiple assignments, and adapt to changing client needs.
- Outstanding verbal and written communication skills with the ability to exhibit patience and promote a positive end-user experience.
- Must be able to obtain and maintain a DOE Clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting.
- US Citizenship
Desired Qualifications:
- ITIL v3 or v4 certification
- Experience with ServiceNow for incident management, problem management, and service request management
- Experience with Cisco Finesse Call Manager
- Certified ServiceNow Administrator certification
- Previous Department of Energy experience.
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
GDIT CAREERS
Opportunity Owned
Discover more at www.gdit.com/careers
Table
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AdressGermantown, MD