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Help Desk / Tech Support - Active TS Required - Ft. Worth Location Full-time Job

7 months ago Customer Services Fort Worth   202 views
Job Details

Responsibilities include:

  • Provide quality customer service and IT support to users all over the world in a dynamic and fast paced environment
  • Provide over-the-phone and online troubleshooting support (calls and self-service) for users with varying degrees of computer skills
  • Triage and troubleshoot all manner of IT issues, including account/authentication issues, hardware and software issues, network and VPN issues, and issues relating to mobile devices.
  • Provide detailed documentation of steps taken to resolve user’s issues within the ticketing system; including initial diagnosis and all pertinent information
  • Unlock accounts and reset passwords for users on multiple networks
  • Install common software via endpoint management systems
  • Resolve at least 70% of all interactions on first contact
  • Provide remote desktop support using RDP and other methods
  • Provide users with the status of their open ticket(s) and serve as intermediary between users and technical support groups in the IT Branch

Qualifications:

  • Excellent oral and written communications skills with customers and peers; demonstrated success in handling customers challenges
  • Demonstrated success in a team environment
  • Prior experience in any customer service or customer-facing role is strongly desired
  • Demonstrated ability to learn new techniques and procedures and adapt to change
  • Prior experience with IT ticketing systems such as BMC Remedy or HP Service Manager
  • 1+ years of experience supporting users in an IT Support role is desired
  • Some college (Associate’s or Bachelor’s Degree)or equivalent experience; CompTIA, HDI, or ITIL Foundations certification

Special Position Requirements

  • United States citizenship
  • Must have an active Top Secret clearance – this position will require the candidate pass a Counter-Intelligence polygraph after obtaining a position
  • Ability to speak and communicate fluently in English language
Company Description
We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and thats important.