Service Desk Technician – Lead
Apply Here Job Description :
Type of Requisition:
Pipeline
Clearance Level Must Currently Possess:
Other
Clearance Level Must Be Able to Obtain:
None
Suitability:
Public Trust/Other Required:
MBI (T2)
Job Family:
Help Desk
Job Qualifications:
Skills:
Communication, Group Problem Solving, Management Reporting, People Management, Problem Resolution
Certifications:
Experience:
10 + years of related experience
US Citizenship Required:
Yes
Job Description:
The contract requires US Citizenship. This is a hybrid role and candidate must be local to the area.
Transform technology into opportunity as a Help Desk Manager with GDIT. 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.
CBP’s Revenue Modernization (Rev Mod) program manages the automation and centralization of the collection and administration of duties, taxes and fees. CBP collects approximately $45 billion annually, including $1.5 billion collected via individual, manual transactions. Transitioning these manual transactions to electronic means will result in more secure, accurate and efficient processing, and will enable CBP Officers and other non-uniform personnel engaged in these transactions at the Ports of Entry to focus on enforcement and facilitation of legitimate trade and travel. The Rev Mod program includes multiple projects which are focused on various solutions.
HOW A HELP DESK MANAGER WILL MAKE AN IMPACT
- Lead a team of service desk analysts
- Develop service desk processes and procedures for managing, tracking, resolving and reporting service requests, issues and Tier 1 calls
- Provide phone and in-person support to users in all areas of Rev Mod solutions
- Serves as the initial point of contact for troubleshooting all Rev Mod related problems, including hardware/software, passwords and operational problems
- Manage problem ticket recording, update and and resolution
- Perform a triage of user questions and issues Resolve issues with the support of the solution developers and business subject matter experts
- Support integrated testing of new functionality
- Data capture support for business users if applicable
- Support Business Process Reengineering capture of time and motion metrics if applicable
WHAT YOU’LL NEED TO SUCCEED:
-
Education: Bachelor’s degree or equivalent - Required Experience: 10 or more years supporting technology solutions (i.e. hands-on experience)
- Required Technical Skills:
- Help desk support
- Analytical skills ability to effectively analyze & resolve issues
- Strong documentation and communication skills
- Innovative, thinks out of the box
- Customer service experience
- Ability to obtain a security clearance U.S. citizenship required
- Experience with DHS CBP is preferred
- Strong documentation and communication skills
- Financial management/accounting process background/education and/or experience (optional)
- Security Clearance Level: Able to achieve a Public Trust Background Investigation certification
- Location:
- Primarily Indianapolis based
- Occasional travel may be required
- Hybrid of remote and some on-site work (maximum once per week)
- US Citizenship Required
GDIT IS YOUR PLACE:
- 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 holidays
