Job Description

General Dynamics Information Technology is looking for Technical Helpdesk Agents for the Department of Veterans Affairs (VA) Enterprise Service Desk Program in Barbourville, KY

GDIT has opportunities for motivated, customer service oriented professionals to supportthe Department of Veterans Affairs (VA) Enterprise Service Desk Modernization Program. The VA is undertaking an enterprise-wide migration of its IT infrastructure and support solution across its 1,600 CONUS and OCONUS locations. GDIT will provide technical services for VA on this new managed services program. Join GDIT and be a part of the team of men and women supporting our Veterans in one of the most important enterprise service desk modernization programs! KYCSR.

JOB DESCRIPTION:
* Resolving technical problems
* Answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
* Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records.
* Routing calls to product line specialists, application, or system support specialists, as required.
* Maintaining and updating records and tracking databases.
* Alerting management to recurring problems and patterns of problems.

QUALIFICATIONS & SKILLS

REQUIRED
* AA or equivalent
* Good communication and interpersonal skills
* Familiarity with MS Product Suite from technical side
* Demonstrated Problem Analysis skills

Preferred:
* US Citizenship required per federal contract - must be able to obtain and maintain government security clearance
* Customer service experience
* Ideal candidate will have experience resolving technical problems to include:
* Serving as the first point of contact for customers seeking technical assistance over the phone or self-service portal
* Performing remote troubleshooting utilizing documented knowledge articles and asking pertinent probing questions
* Walking the customer through the problem-solving process to resolution
* Escalating unresolved issues to the next level of support personnel

ATTRIBUTES FOR SUCCESS:

To succeed as a candidate and within this role, you will need to:
* Demonstrate a positive, can-do attitude, with an ability to stay focused on solving the issues at hand, and a communication style that is patient and respectful
* Embrace and follow established processes

The likely salary range for this position is $37,394 - $62,448, 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.

Scheduled Weekly Hours:
40

Travel Required:
None

T elecommuting Options:
Some Telecommuting Allowed

Work Location:
Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:
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. 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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