Help Desk / Tech Support - Active TS Required - Pocatello, ID

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret

Clearance Level Must Be Able to Obtain:

Top Secret/SCI

Suitability:

Polygraph

Public Trust/Other Required:

Job Family:

Help Desk

Job Description:

Position:

Perform activities associated with implementation, integration and support of computer systems in mission critical response operations environment. (Shift Work)

Responsibilities:

• Provide IT support to all customers
• Receive customer IT queries by multiple methods (phone, self-service, etc.)
• Provide the necessary information in the ticket in the event the
• ticket is passed to another solver group
• Triage and troubleshoot tickets submitted
• Change and reset passwords on all FBI enclaves
• Provide desktop software application assistance and installation
• Resolve trouble tickets while interacting with the user, First Call
• resolution (FCR) or escalate to other support entities
• Remotely access the end-users desktop to provide support
• Provide customers with status of the ticket and serve as primary
• support
• Give guidance to customers to resolve their issue and prevent
• recurrences of the issue to the best extend possible
• Provide expert technical support to customers having varying
• levels of computing skills
• Provide detailed diagnostic summary for the next tier level support
• Writing comprehensive diagnostic details in tickets after
• troubleshooting and triage activities

Qualifications:

• Some college or equivalent experience; technical coursework

• Entry level with some prior experience providing technical support in a business environment.

• Excellent oral and written communications skills with customers and peers; tactful and effective customer communications.

• Strong team player

• Ability and willingness to evaluate and learn new technologies and apply them effectively.

Special Position Requirements

• United States citizenship
• Must have active Top Secret
• Ability to speak and communicate fluently in English language

Education

• Requires a High School Diploma or GED.
• Associate's Degree preferred.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Onsite

Work Location:

USA AL Huntsville

Additional Work Locations:

COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.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.