Req ID: RQ194885

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret/SCI

Public Trust/Other Required: None

Job Family: Help Desk

Skills:

Problem Solving,Technical Support,Troubleshooting

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are seeking a motivated Help Desk Manager to provide technical support and assistance to our users. The ideal candidate will be responsible for troubleshooting web application software issues, and ensuring timely resolution of technical problems. Key responsibilities include responding to support tickets, providing remote assistance, and documenting solutions within our ticketing system. Candidates should possess excellent communication skills, a strong understanding of computer systems, and familiarity with Angular web application. A commitment to customer service and problem-solving is essential.

Other associated tasks:

• Coordinate completion of user account request with new user and their supervisor’s

• Verify new user clearance and accesses

• Submit account request through workflow system and monitor through account creation

• Verify new user identity, issue user IDs and passwords, and support new user access

• Request Public Key Infrastructure (PKI) certificates from issuer and provide to new users

• Guide/Assist with certificate install

• Support PKI certificate revocation and renewals

• Assist users with password resets and account lockouts

• Manages all activities related to the staffing and operation of an information systems help desk

• Plans, prioritizes, and schedules help desk activities to ensure continuity of serviceLeads, directs, evaluates, and develops help desk staff to ensure that users receive competent and timely service

• Analyzes help desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved

• Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored

• Develops problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine

• Evaluates Help Desk Systems and Processes for efficiencies and recommend improvements, as needed

• Respond to more complex, escalated enquiries from team members

• A passion for problem solving and teaching, excellent communication skills, and prior experience are essential.

• SCOPE OF ROLE: Manages one or more small to medium sized teams consisting of a few disciplines. Low to Medium Complexity. Direct reports are non-exempt or exemptEDUCATION AND EXPERIENCE: BA/BS or equivalent, 5+ years of experience

Skills:

• Strong verbal and written communication skills

• Previous experience in a technical support role

• Trouble shooting applications issues

• Familiar with Angular web applications

• Knowledge of Windows operating systems, and common software web applications

• Strong people skills

• Remedy experience

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

#armajobs

The likely salary range for this position is $102,000 - $138,000. 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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans