Service Desk Support Analyst

General Dynamics Information Technology (GDIT) has opportunities for motivated, customer service oriented professionals to support the Department of Education (DoED) Pivot-I Program. The role involves providing technical support and services for DoED during its modernization effort, focusing on resolving technical issues and maintaining records.

Responsibilities

• Resolving technical issues and answering queries by telephone or self-service ticket in support of internal 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 specialist when appropriate
• Maintaining and updating records and tracking databases
• Alerting management to recurring issues and patterns of issues

Skills

• High School Diploma or equivalent
• 1 or more years of Service Desk-related experience
• Demonstrated experience using ServiceNow
• HDI-SCA certification or ability and willingness to obtain within 60 days of hire
• Access to a quiet work environment free from distractions
• Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (satellite provided internet service will not qualify - Connection MUST be hardwired, wireless connections will not suffice)
• US Citizenship
• Louisiana residency, living within a reasonable commuting distance (approximately 60 miles) of our Bossier City facility
• Associate's degree or equivalent and 1 yr of related experience (minimum of 3 or more years of related experience in lieu of degree)
• CompTIA A+ certification or ability and willingness to obtain within 90 days of hire
• ITIL Foundations v4 certification or ability and willingness to obtain within 180 days of hire

Benefits

• 401K with company match
• Comprehensive health and wellness packages
• Paid vacation and holidays
• Paid parental leave
• Paid military leave
• Paid bereavement leave
• Paid jury duty leave
• Short and long-term disability benefits
• Life insurance
• Accidental death and dismemberment insurance
• Personal accident insurance
• Critical illness insurance
• Business travel and accident insurance

Company Overview