Help Desk Technician (Part-Time)

Help Desk Technician (Part-Time)

Provides monitoring, technical support, and troubleshooting for statewide education network, Linux and Windows systems, HPC systems, and web applications.

Job Description:

GDIT is looking for a part-time IT Help Desk team member to provide technical support for clients. The candidate should have a mix of entry-level technical and customer service skills and be passionate about technology and helping people.

Responsibilities:

Monitor and troubleshoot issues with a statewide wide area network. Enter and manage trouble tickets with full documentation that enables other team members to work the incident. Work with external telecommunications and Internet vendors to get outages resolved within target time periods. Follow standard operating procedures including escalation to level two and level three support as required. Serve as liaison between the program and client points of contact. Capture and document customer feedback. Maintain accountability of incidents and problems throughout the lifecycle.

Successful candidate shall be a highly motivated self-starter who is able to communicate effectively, work independently, and have good judgment on when to escalate issues to the supervisor and other team members. The applicant must demonstrate that they have excellent telephone and writing skills.

Education and Experience:

HS/GED, 1+ years experience

Microsoft Office: 1-3 years

Preferred knowledge of ServiceNow

Help Desk / Call Center / Technician Support: 1-3 years

Ability to communicate technical information, both verbal and written, to a wide range of end-users