SRA International, Inc., A CSRA Company Help Desk Technical Support II (Tier 1) - Arlington, VA in Arlington, Virginia

Clearance Level Must Currently Possess:

Public Trust

Clearance Level Must Be Able to Obtain:

No Active Clearance Required

Suitability:

Public Trust

Job Family:

Customer Support

Job Description:

General Dynamics Information Technology and CSRA have united to create the premier provider of high-tech IT solutions to the government IT market. Together as General Dynamics Information Technology, we deliver cost-effective, next-generation IT solutions and services to the Department of Defense, the intelligence community and federal civilian agencies as they modernize their information systems.

The Federal Deposit Insurance Corporation [FDIC] mission is to preserve and promote public confidence in the U.S. financial systems by insuring deposits in banks and thrift institutions for up to $250,000; by identifying, monitoring, and addressing risks to the deposit insurance funds; and by limiting the effect on the account and the financial system when a bank or thrift institution fails. GDIT/CSRA provides the day-to-day operational services to FDIC in support of infrastructure, facilities, hardware, software, and systems. GDIT/CSRA supports operational security, client support/help desk, data center operations, asset management, and systems engineering service areas. The FDIC Enterprise network provides its engineers with access to a plethora of cutting-edge technologies in the network field. It has a state of the art development lab to test new functionality, architectures, and equipment. Engineers are tasked with developing and deploying innovative solutions to meet business requirements - not managing day to day, same technology operations.

GDIT/CSRA seeks a Help Desk Technical Support II (Tier 1)­­­­­­­­­­ for the FDIC Infrastructure team. U.S. Citizenship and background investigation is required; you must have a current clean financial background. Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment. This position is contingent on position openings through existing team members' promotions .

Task and responsibilities in this role include, but are not limited to the following:

Resolves technical problems and answers 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. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Provides technical support to users for computer-related technical problems on assigned account(s).

Provides back-up assistance on other accounts as needed.

  1. Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.

  2. Assists customers in resolving technical problems on assigned accounts by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.

  3. Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.

  4. Logs and tracks inquiries using a ticket management system and maintains history records and related ticket documentation.

  5. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

To qualify, you must meet these basic qualifications:

AA or equivalent and one year related experience

Customer service.

Excellent communication skills.

Ticket management experience

It would be great if you also had:

ServiceNow experience

Microsoft Office 2016

Windows 10 experience

ANetworkHDI Certifications (HDI-CSR, HDI-SCA, HDI-DST, HDI-TSP, HDI-PMP) reviewed and may be applied toward years of experience.

Picture yourself in a place where your work can make a real difference in your life and the lives of those you love; where teams successfully collaborate and you have access to an array of resources to ensure your ideas can thrive. That place is GDIT/CSRA - the largest provider of next-generation IT solutions and services to the U.S. government. As a GDIT/CSRA employee, you get to be part of exceptional team supporting our nation’s most critical missions. We give you the tools to be successful; all you need to do is bring your best ideas, your energy and a desire to develop your skills, experience and career.

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA VA Arlington - 3501 N Fairfax Dr (VAC008)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.