Help Desk Agent (Ii)

GDIT is seeking a Help Desk Specialist to join our team supporting the U.S. Department of Energy’s (DOE) Office of the Chief Financial Officer (OCFO), Office of Corporate Information Systems to provide Operations and Maintenance (O&M) Support Services of their Corporate Business Systems (CBSOM). As a Help Desk Specialist, you will provide end-user application support for a suite of DOE business applications. You will support DOE’s Corporate Business Systems, used by over 14,000 users to fulfill the agency’s mission to promote energy independence, progress scientific research, and protect the nation through nuclear security.

Duties and responsibilities will include, but are not limited to:

• Provide phone, email, and incident resolution support for local and off-site users, Monday-Friday (8AM-6PM) via 8-hour shifts.
• Triage, troubleshoot, and provide Tier 1 support to enterprise business application end-users.
• Answer phones and emails, and perform voicemail follow-up, in a timely manner.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.

• Escalate customer issues and work requests to higher support tiers as required.
• Use ServiceNow as the helpdesk ITSM platform to create and track request fulfillment and incident management tickets.

• Capture input to maintain the internal knowledgebase for Helpdesk agents.
• Document issue resolutions with sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
• Create and maintain documentation and work with other members of the team to ensure that helpdesk documentation is complete and up to date.
• Ensure all tickets worked include a well-documented problem and resolution.
• Convert incoming users’ email-based support requests to tickets.

Minimum Requirements:

• Good team player, able to manage multiple assignments, and adapt to changing client needs.
• Outstanding verbal and written communication skills with the ability to exhibit patience and promote a positive end-user experience.
• Must be able to obtain and maintain a DOE Clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting.
• US Citizenship
• Must have 2+ years of ServiceNow experience.
• Associate’s degree in computer science, Information Systems, Software Engineering, Business, or other related discipline with 2 years of increasingly responsible and relevant experience in Help/Service Desk support.

Desired Qualifications:

• Certified ServiceNow Administrator certification Previous Department of Energy experience.
• Experience with Cisco Finesse Call Manager
• Experience with ServiceNow for incident management, problem management, and service request management
• ITIL v3 or v4 certification

WHAT GDIT CAN OFFER YOU

• Rewards program for high-performing employees
• Internal mobility team dedicated to helping you own your career
• Collaborative teams of highly motivated critical thinkers and innovators
• Customizable health benefits packages
• 401K with company match
• Full-flex work week

GDIT CAREERS

Opportunity Owned

Discover more at www.gdit.com/careers