NESD Help Desk Agent III – Charleston NEW Position Available In Charleston, South Carolina

NESD Help Desk Agent III – Charleston
General Dynamics Information Technology Today
Secret
Unspecified
Unspecified
IT – Support
North Charleston, SC (ON-SITE/OFFICE)
Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure? Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so, General Dynamics Information Technology has an exciting opportunity for you. GDIT is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Navy Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise

ITSM. RESPONSIBILITIES A

day in the life of a Help Desk Technician III with GDIT includes: Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
Thoroughly documenting requests and incidents according to business processes and standard operating procedures
Documenting detailed, specific work notes regarding the interaction with the customer
Providing case status updates to management and end-users according to service level guidelines
Maintaining a high level of courteous customer service at all times
Communicating with customers at all levels of technical and non-technical skills set

KNOWLEDGE, SKILLS, ABILITIES

General experience: Intermediate level of technical experience with software
Experience providing support via remote tools
Demonstrated root-cause analysis skills Specialized experience: Experience in analyzing and troubleshooting military software systems preferred

WHAT WE ARE LOOKING FOR

You MUST have: A high school diploma or equivalent; AND
3 or more years of related experience
An active SECRET government clearance
Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire
Ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24 X 7 help desk environment We PREFER you have: Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense – Ashore/ Afloat

GDIT IS YOUR PLACE

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Rest and recharge with paid vacation and holidays #CharlestonHelpDesk #TSSCE Work Requirements

GROUP ID

90979310
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