Service Desk Jr. RS Agent

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Top Secret/SCI

Suitability:

Public Trust/Other Required:

None

Job Family:

Systems Analysis

Job Qualifications:

Skills:

Customer Service, IT Problem Solving, IT Troubleshooting, Oral Communications, Written Communication

Certifications:

ITIL 4 Foundation - PeopleCert, Microsoft 365 Certified: Endpoint Administrator Associate - Microsoft, Security+ - CompTIA

Experience:

1 + years of related experience

US Citizenship Required:

Yes

Job Description:

Job Description Summary:

Service Desk Jr. Remote Support Agent

Miami, FL

Position is onsite, is NOT telecommute or work from home etc. 

Seize your opportunity to make a personal impact as a Service Desk Tier 1 Agent supporting all aspects of IT end-user support activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator.

As a Service Desk Jr. Remote Support Agent for the USSOUTHCOM Cyber Information Technology Enterprise Services (SCITES) program, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Service Desk Jr. Remote Support Agent who provides first-line technical support to end-users.

GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. Here a Service Desk Jr. Remote Support Agent is involved with the day-to-day activities relating to incident resolution, problem diagnosis, and user account management.

HOW A SERVICE DESK TIER 1 AGENT WILL MAKE AN IMPACT:

• Provide first-line technical support to end-users via phone, email, and chat
• Troubleshoot and resolve common hardware and software issues
• Document and track incident tickets in the ticketing system
• Escalate complex issues to higher tier support when necessary
• Maintain a positive and professional demeanor with all end-users
• Follow established procedures and guidelines for incident resolution
• Contribute to ongoing process improvements within the Service Desk
• Provide excellent customer service and build strong relationships with end-users

Required Skills and Qualifications:

• Strong customer service skills
• Excellent verbal and written communication skills
• Basic understanding of computer hardware and software
• Ability to troubleshoot and resolve common technical issues
• Good problem-solving and analytical skills
• Attention to detail and accuracy
• Ability to work independently and as part of a team

Additional Considerations:

• On-site requirement in Miami, FL
• Previous experience in a customer service or technical support role is preferred
• Familiarity with IT Service Management (ITSM) best practices is a plus

EDUCATION AND EXPERIENCE:

• HS/GED, 1+ years of experience

Certifications  

• Required:
  • CompTIA Security+
  • Microsoft MD-102
• Desired:
  • ITIL 4 Foundation

Experience:  

• 1+ years of related experience in Customer support or Service Desk role 

• Experience w/ServiceNow 

• Customer Service
• Good communication written and verbal
• Troubleshooting and resolving common technical issues

Security Clearance:  

• Secret clearance required with ability to obtain Top Secret / SCI. 

Other:  

• Location: On Customer Site  

• US Citizenship Required  

 
GDIT IS YOUR PLACE: 

• 401K with company match 

• Comprehensive health and wellness packages 

• Internal mobility team dedicated to helping you own your career 

• Professional growth opportunities including paid education and certifications 

• Cutting-edge technology you can learn from 

• Rest and recharge with paid vacation and holidays 

#GDITPriority 

#armajobs 

#scites 

The likely salary range for this position is $52,603 - $63,250. 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:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA FL Doral

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 30 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.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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.