IT Service Desk Specialist II

Req ID: RQ189919Type of Requisition: SCAClearance Level Must Be Able to Obtain: NonePublic Trust/Other Required: MBI Full 5C (T3)Job Family: SCASkills:Information Technology (IT) Services,IT Service Desk,ServiceNow IT Service ManagementExperience:4 + years of related experienceJob Description:Seize your opportunity to make a personal impact as an IT Service Desk Specialist II supporting GDIT’s Military Health IT Team. GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career.At GDIT, people are our differentiator. As an IT Service Desk Specialist II in Aurora, CO, you will be responsible for providing technical assistance and support to end users for hardware, software, and systems. You will be trusted to work with a variety of different technologies.HOW AN IT SERVICE DESK SPECIALIST II WILL MAKE AN IMPACT

Provide customer support and assistance through phone, email, or chat

Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems

Resolves and documents user computer software and hardware problems in the DHA ServiceNow ticketing system

Acts as a contact for users having problems using computer software, hardware, and operating systems.

Acts as the escalation path to resolve moderate to highly complex technical issues.

Specialized in certain aspects of technologies to assist the customer base.

Provides support for call overflow during peak time or reduced staff during off peak hours.

WHAT YOU’LL NEED TO SUCCEED:

Education: Bachelor's Degree and/or 4 years of equivalent experience

Experience: 4+ years of progressive experience in IT customer service

Certifications:

IAT II certifications as approved by customer (e.g. MCSA, RHCA, MCSE, VMWare, AWS, Citrix, NetApp)

CE certification (e.g., Microsoft Certified Solutions Expert (MCSE)

Technical skills:

Demonstrated experience with ServiceNow IT Service Management and/or Customer Service Management

Security clearance: Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting

Preferred:

Demonstrated experience providing service desk management in a DoD healthcare environment

Former DoD experience

ITIL4 certification

Location: On Customer Site

Travel: Some local travel may be required

Weekly Scheduled Hours: 40

Work visa sponsorship will not be provided for this position.

GDIT IS YOUR PLACE:

401K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you build your skills and own your career

Professional growth opportunities including paid education and certifications

Rest and recharge with paid vacation and 10 company-paid holidays

The likely hourly rate for this position is between $30.12 - $40.74. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.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.