Help Desk Specialist (remote position)

We are GDIT, one of the largest IT and mission services providers to the government. We offer our customers the power of choice through a vast cloud ecosystem.

GDIT is your place. You make it your own by bringing your passion for accelerating the cloud. By owning your opportunity at GDIT, you are helping to ensure our mission is never interrupted.

At GDIT, people are our differentiator. As a task lead supporting Federal Energy Regulatory Commission (FERC), a typical day will include:

Description

Duties generally include but are not limited to the following:

• Answer and respond to customers' requests via phone and email
• Identify, research, and resolve customer issues
• Provide accurate and timely ticket documentation
• Meet and exceed required metrics and Service Level Agreements (SLAs)
• Provide timely updates and follow up to customers
• Escalate to internal representatives or system support specialists when appropriate
• Identify and appropriately communicate recurring problems
• Evaluates and prioritizes customer problems and complaints
• Comply with documented regulations, processes, and procedures
• Other responsibilities as may be required by management

Qualifications

Required Skills and Qualifications:

• Bachelor’s Degree and/or 5+ year experience in help desk/call center environment
• Excellent oral and written communication skills
• Strong problem-solving skills
• Team player with a strong commitment to customer satisfaction

Preferred Skills and Qualifications:

• HDI Customer Service Representative certification
• Experience with ServiceNow
• Knowledge with government clients/environments