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**Req ID:** RQ203638

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** None

**Public Trust/Other Required:** BI Full 6C (T4)

**Job Family:** Help Desk

Skills:

Research Data,Research Insights,Research Programs

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

Help Desk Technician V

Transform technology into opportunity as a Help Desk Technician V with GDIT, where a career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT, you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate as we provide enterprise IT operations and maintenance (O&M) services for the Department of Homeland Security's (DHS) automated biometric identification system (IDENT) and the Office of Biometric Identity Management (OBIM) to store, match, share, and analyze biometric and biographic data in support of DHS’s strategic mission. At the most critical moments of change, we’re there – bringing the resources, solutions, and expertise to help our clients take on some of the world’s biggest challenges – and GDIT is excited to offer you a unique opportunity to join a best performing O&M team supporting one our nation’s most critical national security, law enforcement, immigration and border management, and intelligence missions. With a career in Information Technology at GDIT, you’ll make the end user’s experience your priority and we’ll make your career growth ours.

At GDIT, people are our differentiators. As a Help Desk Technical Support Specialist you will help ensure today is safe and tomorrow is smarter. You will report directly to the Service Desk manager.

This is a second shift position on a Monday through Friday, 3:00 - 11:30 PM schedule. Our work depends on a Help Desk Technician IV joining our program to research, resolve and facilitate biometric anomalies that are presented by the customer and to work proactively, collaboratively, and with an entrepreneurial spirit in providing O&M support to the customer and their Stakeholder communities in achieving their critical missions.

HOW YOU WILL MAKE AN IMPACT:

• Create, analyze, research, and resolve Tier 2 biometric incidents submitted by our customers

• Ticket creation and documentation using ServiceNow

• Respond to customer requests via email and/or telephone answering system

• Liaise with the government client on biometric issues

• Assist on technical bridges for biometric service and system outages

• Evaluate changes in biometric methodology and create supporting knowledge articles

WHAT YOU’LL NEED TO SUCCEED:

• Education: AA/AS

• Required Experience: 5+ years of relevant experience

• Required Technical Skills: strong knowledge of ServiceNow or other ITSM ticketing systems, beyond the basic ticket creation level

• Security Clearance Level: Public Trust (DHS HQ EOD required to start; must be able to obtain DHS HQ Final Suitability)

• Required Skills and Abilities: applied research experience on multiple complex work assignments, broad in nature and requiring originality and innovation

• Preferred Skills: AA/AS and 8+ years of relevant experience (or equivalent combination of education, technical certifications or training, and relevant experience); degree in computer engineering, computer science, information systems, or related technical discipline; experience providing Tier 2 Service Desk support; strong biometric research techniques and methodologies; experience researching and creating detailed knowledge articles for team use and resolution of customer requirements; ability to apply complex research skills to resolve customer issues; strong skills to facilitate and document a technical bridge as expediently as possible; strong leadership and client relation skills; ability to manage time, and to work on a team or independently; knowledge of Active Call Directory functions and software tools; certification: ITIL Foundations v3 or v4

• Location: Remote

• U.S. Citizenship Required

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home

• 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 holiday

The likely hourly rate for this position is between $30.27 - $38.66. 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. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. 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 50 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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans