Tier 2 Desktop Support Technician

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
BI Full 6C (T4)

Job Family:
Technical Support Services

Job Qualifications:

Skills:
Customer Service, Desktop Computers, Remote Access, Technical Support, Troubleshooting
Certifications:
None
Experience:
5 + years of related experience
ship Required:
No

Job Description:

Help Desk Technician III

Own your opportunity at GDIT and you'll be a meaningful part of improving how agencies operate. Our work depends on a Desktop Support Technician joining our team to support AmeriCorps activities at their HQ in Washington, DC.

At GDIT, we foster a people-centric environment. As a Desktop Support Technician supporting GDIT's client, you will be trusted to support users on their Windows11 systems running Microsoft office applications and other end user hardware and software in both an in-office and remote environment. In this role, a typical day will include:

• Providing technical support to staff and customers on software systems by testing software and hardware products and maintaining software documentation.
• Troubleshooting desktop PC problems.
• Responding to and following up on internal and external customer support problems.
• Performing machine imaging and configuration.
• Performing asset management duties.

WHAT GDIT CAN OFFER YOU:

• Full-flex work week
• 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.

WHAT YOU'LL NEED:

• Associate's Degree
• 5+ years of technical support experience in current desktop and laptop computers, various operating systems to include or more of the following
• Knowledge of Windows 10/11, Ticketing system (ServiceNow), MS Office, O365, OneDrive and other end user software and hardware
• Public Trust Level 4 (full background investigation)
• ITIL foundations certification desired
• Security+ certification required or the ability to obtain within 3 months of start

Job Responsibilities:

• Configures, installs, and supports desktop computers, laptop computers, handheld devices/phones, printers, monitors, desk phones, portable data storage devices, and other general peripherals.
• Relocates IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Connects and configures IT devices to use computer networks.
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Provides software support for users of GDIT"S client - provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
• Supports GDIT's client proprietary software.
• Supports desktop and phone maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Provides virtual assistance sessions using Ivanti Management Console and Microsoft SCCM
• Develops end-user documentation and instructions.
• Ability to work well under pressure and to meet deadlines as needed.
• Provides technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, robotic camera operation, bridge lines, projectors, etc.
• Tracks and updates the movement of all IT assets (laptops, phones, desktops, printers, etc.) within the stipulated database and within time constraints.
• Re-images desktops and laptops, as needed, and deploys new equipment to end users.
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory.
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC's, laptops, and printers.
• Follows set policies and procedures when assisting clients to ensure proper handling of requests.
• Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support.
• Works with Tier I/III and other groups to resolve technical problems.
• Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.
• Supports continuous improvement in the process and quality of the operations.
• Participates in troubleshooting of issues with the drive towards root cause identification and resolution.
• Participates and contributes to the User Acceptance testing.

The likely hourly rate for this position is between $32.30 - $43.70. 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.

Scheduled Weekly Hours:
40

Travel Required:
None

Telecommuting Options:
Onsite

Work Location:
USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, 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 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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans