Service Desk Specialist

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: Secret Clearance Level Must Be Able to Obtain: Secret Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Customer Support, Help Desk Support, Microsoft Windows, Technical Issues, Ticketing Systems Certifications: None Experience: 2 + years of related experience US Citizenship Required: Yes Job Description: Overview At GDIT, people are our differentiators. We are seeking a customer service–focused Service Desk Specialist to provide timely and professional support to users. In this role, you will support a fast-paced, ITIL-oriented environment and help ensure our customers can accomplish their mission every day. You will collaborate closely with a team of IT professionals while also working independently to resolve technical issues. You will regularly interact with end users and senior staff, requiring articulate, clear communication and the ability to explain technical concepts in user-friendly terms. A strong customer service mindset—demonstrating expertise, courtesy, timeliness, and professionalism—is essential. How a Service Desk Specialist Will Make an Impact • Provide IT operations support using an ITSM ticketing system (e.g., ServiceNow) as a technical generalist, resolving incidents and service requests without frequent escalation. • Deliver technical support and troubleshooting for computer systems, software, and hardware issues via in-person support, phone, email, instant messaging, and voicemail. • Install, configure, modify, and repair computer hardware and software. • Independently provide advanced technical interpretation and solutions across networks, software, hardware, configurations, and architectures. • Train end users on the proper and efficient use of hardware and software. • Perform in-person and phone support for a large end-user community. • Create, update, and resolve trouble tickets with clear, high-quality notes and customer communication within established SLAs. • Provide regular status updates regarding incident troubleshooting and resolution. • Efficiently manage a high-volume ticket queue, ensuring tickets are actively worked and updated. • Participate in team meetings, training sessions, and recurring ticket reviews (e.g., weekly staff meetings, ticket tag-ups). • Prepare and maintain accurate documentation to support a knowledge base of service desk processes, guidelines, and reference materials. • Document and maintain as-built diagrams, SOPs, and job aids. • Support focus teams or specialized projects to promote process improvements and rapid issue resolution. • Maintain a high level of customer service when interacting with users and senior staff in person, by phone, and via email. • Contribute to a team that supports and operates a 24x7x365 Service Desk (as required by shift and coverage). • Analyze customer needs and recommend alternative solutions to improve efficiency and satisfaction. • Build credibility and trust with customers and team members through consistent, reliable support. • Identify opportunities to improve customer satisfaction and service delivery. • Support after-hours on-call coverage as needed. • Periodically lift and move desktop hardware such as laptops, computers, and monitors. Ticketing System Responsibilities • Proactively monitor the help desk queue for new emails and create/assign tickets accordingly. • Ensure all tickets are assigned, actively worked, and kept current; escalate tickets as needed. • Document each ticket with the problem, solution, end user, start and completion times, and end user satisfaction. • Provide resolutions with sufficient detail to enable another technician to address similar problems without extensive re-research. • Notify the team lead of all VIP requests that require additional resources or may delay resolution. What You’ll Need to Succeed Required Education and Experience • Education: High School Diploma. Associate or bachelor’s preferred Experience: 2+ years of related experience Required Technical Skills Required Technical Skills • Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat. • Experience with: • Outlook in an Exchange Server environment • Remote access tools for user support • Networked printers • Active Directory • ITSM ticketing systems (ServiceNow or Remedy) • SharePoint • DoD STIGs/IAVMs • ACAS • Working in an SCCM/MECM environment Required Certifications • Active/current CompTIA Security+ CE at start. • Must obtain a relevant computing environment certification within 3 months of start if beginning with only Security+ CE (per contract requirements). Clearance Requirements • Active SECRET security clearance at time of hire. • Ability to maintain SECRET clearance throughout employment. Required Skills and Abilities • Excellent customer service, analytical, and troubleshooting skills. • Strong documentation, organizational, and collaborative skills. • Ability to support a fast-paced, ITIL-transitional environment. • Excellent verbal and written communication skills for handling support calls and emails. • Strong multi-tasking and time management skills; able to work under time constraints and handle last-minute requests. • Detail-oriented with consistent follow-through to ensure full issue resolution. • Ability to quickly assimilate new information; self-motivated to learn new tools, processes, and requirements. • Ability to identify and articulate key information clearly and efficiently. • Ability to exercise discretion and independent judgment when handling issues. • Dependable and punctual; follows instructions, responds to direction, and seeks feedback to improve. • Willingness to perform other duties as assigned. Work Location and Schedule • Location: TARC, Arlington, VA.Onboarding/transition requires up to 45 days onsite.Telework may be considered based on performance