General Dynamics Information Technology Help Desk Analyst Associate in Lincoln, Massachusetts
Type of Requisition: SCA
Clearance Level Must Be Able to Obtain: None
Job Family: SCA
We are GDIT. We support and secure some of the most complex government, defense, and intelligence projects across the country. At GDIT, a We are GDIT. We support and secure some of the most complex government, defense, and intelligence projects across the country. At GDIT, a Help Desk Analyst is not just a singular part of our mission—it connects every one of us because it’s embedded into every aspect of what we do.
GDIT is your place. You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter. Our work depends on a Help Desk Analyst joining our team to support the CMS customer in the Maryland area.
At GDIT, people are our differentiator. As a Help Desk Analyst supporting a federal government customer, you will be trusted to perform first level contact and incident resolution to customers with software, and application problems. Includes handling both customer telephone support as well as electronically submitted requests.
In this role, a typical day will include:
Role and Responsibilities
Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
Provides polite and friendly customer service
Attempts to resolve as many incidents as possible during the first contact. Efficiently escalates incidents to higher tiers when required
Documents incident status and solutions in incident database tools.
Works through various types of issues with telephone assistance
Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Required Education and Experience
High School diploma/GED with 3-years of related experience
Possesses current working knowledge of computers, printers, laptops, and common windows applications
Possesses excellent support experience and customer service skills to our users by maintaining excellent phone and email etiquette and resolution timeliness
Ability to understand client problems and document them for further analysis.
Ability to coordinate and collect end user survey responses from stakeholders
Ability to store all metrics and reports from Help Desk inquires and requests to maintain constant and proper communication with the clients
Desired Education and Experience
Self-motivated, detail oriented, with strong follow-up skills to ensure completion of tasks
Ability to multi-task and prioritize
Independent, self-starter who can take minimal direction and complete tasks
Works well independently and with a team
Strong communication, presentation, and analytical skills
Experience providing help desk support to large federal agencies is desired.
Experience working with ServiceNow ticketing system is preferred
COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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