Help Desk Technician (Remote / Part-Time)

GDIT is seeking energetic and reliable professionals to join the GDIT/ARMA-GLOBAL Managed Services Support Center as a Part Time Service Desk Representative. The candidate will provide a critical role on the Managed Services Support team as the voice representing our services.

In this role you will be responsible for answering incoming calls, answering emails, and following up with customers in accordance with company policies and procedures to solve customer issues and escalating issues to the next tier of support, when required. Our Managed Services Center team is the first point of contact for customers and should have a high level of commitment to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided.

This is a remote work position serving as a Tier-1 Help desk Technician scheduled for Part Time work. The typical work schedule is Sat and Sunday from 12:00am to 12:00pm EST for a total of 24 hours per week (Night Shift). Personnel must, have dependable internet service, and have a quiet location free of noise and disruptions to perform these functions when working remote.

Functional duties include:

•  Applicants must exhibit customer service skills which include the ability to communicate effectively, being action-oriented, exhibiting patience, taking ownership, managing time wisely and working effectively both independently and in a team environment.

•  Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies

•  Taking phone calls from end users, creating a ticket and working to categorize the request, helping them resolve the request or problem.

•  Process tickets in accordance with provided processes and standard operating procedures

•  Create, monitor and track and respond to tickets as assigned, using established tools

•  Will support test events related to products and services. Knowledge, Skills and Abilities

•  Familiar with service desk ticketing systems, ServiceNow and terminology (incident, service request, change) is desired

•  Ability to track and identify positive and negative trends

•  Ability to recognize issues and problems needing escalation to higher tiered support

•  Ability to follow processes and procedures outlined in sustainment documentation

•  Must be technically inclined and experienced with browsers, mobile devices, laptops, personal computers and installing applications on all items

Other Desired Qualifications:

•  Help Desk related experience preferred

•  Exposure to Active Directory or other Identity Access Management (IdAM) system is desired

•  Experience installing applications on Windows, Mac, Android and Apple iOS devices

•  Service now ticketing system experience

•  Any IT certifications for MS Windows, Red Hat, AWS, MS Azure, are desired