The Service Desk Technician specializes in identifying and diagnosing issues and problems. Serves as the point of contact to support service users and customers reporting issues, requesting information, access or other services. Specializes in delivering customer service through multiple channels including human, digital, self-service and automated tools.
Supports problem identification and resolution. Has the ability to identify, and diagnose issues, and problems, as well as provide solutions. WHAT YOU WILL DO:Able to manage multiple customer service and service desk functionsReceives and handles requests for service, following agreed procedures.Promptly allocates calls as appropriate.Logs incidents and service requests, and maintains relevant records:Identifies and classifies incident types and service interruptionsRecords incidents cataloging them by symptom and resolutionActs under guidance to record and track reliability data for your servicesSystematically interprets user problems and identifies solutions and possible side effects.Uses experience to address user problems and interrogates database for potential solutions.Escalates complex or unresolved incidents.Records and tracks issues from outset to conclusion.Responds to common requests for service by providing information to enable fulfilment.
Promptly allocates unresolved calls as appropriate.Maintains records, informs users about the process and advises relevant persons of actions taken.Acts as the routine contact point, receiving and handling requests for support.Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.Provides first line troubleshooting and resolution for a variety of customer issues and promptly allocates unresolved issues as appropriate.Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.Contributes to creation of support documentation WHAT YOU WILL NEED: Experience Requirements2+years of related work experience Education Requirements BA/BS in Information Technology related field or the equivalent combination of education, technical training, or work/military experience. Certification RequirementsDoD certification required – Security+ CE or higher Security Requirements Must have fully adjudicated Top Secret-SCI security clearance CI/Polygraph may be required after hireWork location is Newington VA so not a remote role WHAT GDIT CAN OFFER:401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certifications Cutting-edge technology you can learn from and apply to solve real-world problems. Rest and recharge with paid vacation and holidays#armajobs #armajobs