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Help Desk Technical Support II (Tier 2) - Arlington, VA

Company: General Dynamics Information Technology
Location: Arlington
Posted on: May 20, 2020

Job Description:

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Suitability: Agency Specific Public Trust/Other Required: Other Job Family: Help Desk Job Description: At GDIT, our people are our business. We pride ourselves on the work our innovators do to support and secure some of the most complex government, defense, and intelligence projects across the world. We wouldn’t be successful without our ability to attract new talent to join our team. GDIT is seeking a Help Desk Technical Support Technician  for the FDIC infrastructure program in Arlington, VA. The Federal Deposit Insurance Corporation [FDIC] mission is to preserve and promote public confidence in the U.S. financial systems by insuring deposits in banks and thrift institutions for up to $250,000; by identifying, monitoring, and addressing risks to the deposit insurance funds; and by limiting the effect on the account and the financial system when a bank or thrift institution fails. GDIT provides the day-to-day operational services to FDIC in support of infrastructure, facilities, hardware, software, and systems. GDIT supports operational security, client support/help desk, data center operations, asset management, and systems engineering service areas. The FDIC team provides support to a plethora of cutting-edge technologies across the IT spectra. It has a state of the art development lab to test new functionality, architectures, and equipment. Employees are tasked with developing and deploying innovative solutions to meet business requirements - not managing day to day, same technology operations. Task and responsibilities in this role include, but are not limited to the following: Provide technical support to users for computer-related technical problems on assigned account(s). Provide back-up assistance on other accounts as needed. Answer help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met. Assist customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process. Follow up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame. Log and tracks inquiries using a problem management database and maintains history records and related problem documentation. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately. Level of Clearance Required : U.S. Citizenship and background investigation is required; you must have a current clean financial background to obtain an agency specific Public Trust. REQUIRED QUALIFICATIONS Bachelor's degree and 3+ years of related experience (minimum of 1 year of help desk/technical support and 2+ years of customer service experience) OR an Associate's degree or equivalent and 6+ years of help desk/technical support experience. Customer service experience. Reporting and Analytics experience Experience supporting Tier 1 team members Nice to Haves: Microsoft Office 2016 Windows 10 experience Security+ A+ Network+ HDI Certifications (HDI-CSR, HDI-SCA, HDI-DST, HDI-TSP, HDI-PMP) ServiceNow WHAT GDIT CAN OFFER YOU Autonomy, career mobility, challenging work, and team environment GDIT CAREERS Opportunity Owned Discover more at www.gdit.com/careers Scheduled Weekly Hours: 40 Travel Required: None T elecommuting Options: Telecommuting Not Allowed Work Location: USA VA Arlington Additional Work Locations: We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Keywords: General Dynamics Information Technology, Arlington , Help Desk Technical Support II (Tier 2) - Arlington, VA, Other , Arlington, Virginia

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