Job Description

GDIT is seeking energetic and reliable professionals to join the GDIT/ARMA-GLOBAL Managed Services Support Center as a Part Time Service Desk Representative. The candidate will provide a critical role on the Managed Services Support team as the voice representing our services. In this role you will be responsible for answering incoming calls, answering emails, and following up with customers in accordance with company policies and procedures to solve customer issues and escalating issues to the next tier of support, when required. Our Managed Services Center team is the first point of contact for customers and should have a high level of commitment to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided.

This is a remote work, Part Time position, scheduled for Saturdays and Sundays 8:00AM to 5:00PM for a total of 16 hours per week. Personnel in this role may be offered additional shifts as they become available.

***Personnel must have their own personal computer or laptop, a headset with a microphone and a quiet location free of noise and disruptions to perform these functions .

Functional duties include:
* Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies
* Taking phone calls from end users, creating a ticket and working to categorize the request, helping them resolve the request or problem.
* Process tickets in accordance with provided processes and standard operating procedures
* Create, monitor and track and respond to tickets as assigned, using established tools
* Provide Management, Senior IT Administrators and Engineers information when requested
* Follow up with customers to ensure issue resolution and customer satisfaction
* Participate in training events and incident resolution activities, as required
* Deliver recurring reports and trend data to senior leadership when requested
* In this role, candidate will be a member of the Tier-1 Services Group and thus, will cover gaps in Tier-1 services if/when need arises; will support Development, Engineering, Integration and Test events related to products and services.

Knowledge, Skills and Abilities
* Applicants must exhibit customer service skills which include the ability to communicate effectively, being action-oriented, exhibiting patience, taking ownership, managing time wisely and working effectively both independently and in a team environment.
* Familiar with service desk ticketing systems and terminology (incident, service request, change) is desired
* Good communication skills with internal team members
* Ability to track and identify positive and negative trends
* Abel to recognize issues and problems and seek expeditious notification and escalation when required
* Ability to recommend improvements to enhance efficiencies and customer outcomes
* Ability to support assigned work schedule
* Ability to multi-task, follow priorities and re-vector based on prescribed decision matrices and leadership guidance
* Ability to create and maintain sustainment documentation and update systems lifecycle documentation
* Must exhibit a passion for customer services and bring impeccable work ethic with a desire to learn and progress within our company
* Must be technically inclined and experienced with browsers, mobile devices, laptops, personal computers and installing applications on all items

Certification Requirements
* DoD 8570 IAT-1 or higher (A+ or higher) certification required within 90 days of start date
* Any IT certifications for MS Windows, Red Hat, AWS, MS Azure, are desired

QUALIFICATIONS
* Minimum 1 years related IT systems experience/exposure
* Must pass a background check prior to hiring
* Be able performed work in both a remote setting and in an office environment
* Candidate must have reliable internet services to ensure work actions can be performed. In the event of an ISP service outage, candidate must seek alternate methods of ensuring commercial ISP access
* Must exhibit consistent focus on Team and Customer Success
* Must have a personal computer (PC) or Laptop and a Headset w/microphone and a quiet location to provide these services from.

Other Desired Qualifications
* ITIL v3 or v4 Foundation certification a plus
* Exposure to Active Directory is desired
* Experience installing applications on Windows, Mac, Android and Apple iOS device experience desired
* Scripting experience to automate repetitive tasks a plus
* SCCM experience desired

Scheduled Weekly Hours:
16

Travel Required:
None

T elecommuting Options:
Telecommuting 100%

Work Location:
USA FL Fort Walton Beach

Additional Work Locations:

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.nnGDIT 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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