Service Desk Support Analyst
General Dynamics Information Technology (GDIT) has opportunities for motivated, customer service oriented professionals to support the Department of Education (DoED) Pivot-I Program. The role involves providing technical support and services for DoED during its modernization effort, focusing on resolving technical issues and maintaining records.
Responsibilities
- Resolving technical issues and answering queries by telephone or self-service ticket in support of internal customer computer hardware, software, network, system/application access, and telecommunications systems
- Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records
- Routing calls to product line specialists, application, or system support specialist when appropriate
- Maintaining and updating records and tracking databases
- Alerting management to recurring issues and patterns of issues
Skills
- High School Diploma or equivalent
- 1 or more years of Service Desk-related experience
- Demonstrated experience using ServiceNow
- HDI-SCA certification or ability and willingness to obtain within 60 days of hire
- Access to a quiet work environment free from distractions
- Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (satellite provided internet service will not qualify - Connection MUST be hardwired, wireless connections will not suffice)
- US Citizenship
- Louisiana residency, living within a reasonable commuting distance (approximately 60 miles) of our Bossier City facility
- Associate's degree or equivalent and 1 yr of related experience (minimum of 3 or more years of related experience in lieu of degree)
- CompTIA A+ certification or ability and willingness to obtain within 90 days of hire
- ITIL Foundations v4 certification or ability and willingness to obtain within 180 days of hire
Benefits
- 401K with company match
- Comprehensive health and wellness packages
- Paid vacation and holidays
- Paid parental leave
- Paid military leave
- Paid bereavement leave
- Paid jury duty leave
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
Company Overview