REQ#: RQ186061Public Trust: None Requisition Type: Regular Your Impact

Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.

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 chatTroubleshoot and resolve common hardware and software issuesDocument and track incident tickets in the ticketing systemEscalate complex issues to higher tier support when necessaryMaintain a positive and professional demeanor with all end-usersFollow established procedures and guidelines for incident resolutionContribute to ongoing process improvements within the Service DeskProvide excellent customer service and build strong relationships with end-users

Required Skills and Qualifications:

Strong customer service skillsExcellent verbal and written communication skillsBasic understanding of computer hardware and softwareAbility to troubleshoot and resolve common technical issuesGood problem-solving and analytical skillsAttention to detail and accuracyAbility to work independently and as part of a team

Additional Considerations:

On-site requirement in Miami, FLPrevious experience in a customer service or technical support role is preferredFamiliarity 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-102Desired:ITIL 4 Foundation

Experience:  

1+ years of related experience in Customer support or Service Desk role Experience w/ServiceNow Customer ServiceGood communication written and verbalTroubleshooting 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 

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