Tier 1 Support Assistant - Public Trust in Washington, DC at General Dynamics Information Technology

Date Posted: 8/12/2019

Job Snapshot

Job Description

GDIT is hiring a Support Assistant to provide Help Desk support to end users of a federal case management system. The Tier 1 Support Assistant works to identify, triage, and resolve or escalate IT problems. This role is based in Washington, DC.

Responsibilities:

  • Provide responsive, consistent, and reliable support to a customer base that provides mission critical support.
  • Provide Tier 1 support for customer support requests and escalate to development and operations teams when appropriate.
  • Log all support requests from phone calls, emails, and walkups into a ticketing system.
  • Maintain a 30 minute response time for support requests. 
  • Work effectively with cross-functional teams to identify and resolve issues. 
  • Implement various projects, develop work plans, and ensure timely completion as directed by the IT manager. 
  • This position requires shift hours including evenings, weekends, and holidays. Shift schedules are based on customer need and are subject to change.

This position requires Public Trust or the ability to obtain one.

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Must have BA/BS with 3 years or AA/AS with 5 years 

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  • 3-5 years of help desk or Tier 1 support experience
  • Customer Service skills are required
  • Strong analytical and problem solving skills
  • Strong interpersonal skills for communicating with internal and external personnel of all levels
  • Ability to multi-task and work independently with minimal supervision
  • Ability to keep sensitive and confidential material private
 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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