NESD Help Desk Agent II - $25/hr - New Orleans Clearance Level None Category Help Desk Location New Orleans, Louisiana (Hybrid Workplace) Key Skills For Success Customer Service Help Desk Support IT Service Desk Troubleshooting SHARE REQ#:

RQ194183

Public Trust:

None

Requisition Type:

Pipeline Your Impact Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver "One GDIT Network" for our clients. Job Description 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 New Orleans, 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 ability 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 New Orleans facility Have 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 Work Requirements Years of Experience 2 + years of related experience • may vary based on technical training, certification(s), or degree Certification Travel Required None Citizenship U.S. Citizenship Required Salary and Benefit Information The likely hourly rate for this position is between $22.52 - $30.46. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. View information about benefits and our total rewards program. About Our Work We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans