Help Desk Specialist

Company DescriptionGeneral Dynamics Information Technology (GDIT) is a leading global technology and professional services company providing solutions to U.S. government agencies, defense, and the intelligence community. With a team of 30,000 experts operating in over 50 countries, GDIT specializes in digital modernization, artificial intelligence, cloud services, cybersecurity, and application development. As a part of General Dynamics, a global aerospace and defense company, GDIT has over half a century of experience in tackling complex challenges and delivering groundbreaking innovations. Together with clients, the company remains committed to creating a safer and more advanced world through cutting-edge technology and deep expertise.Role DescriptionWe 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. This is a full-time, remote role. As a task lead supporting Federal Energy Regulatory Commission (FERC), a typical day will include: Duties generally include but are not limited to the following:Answer and respond to customers' requests via phone and emailIdentify, research, and resolve customer issuesProvide accurate and timely ticket documentationMeet and exceed required metrics and Service Level Agreements (SLAs)Provide timely updates and follow up to customersEscalate to internal representatives or system support specialists when appropriateIdentify and appropriately communicate recurring problemsEvaluates and prioritizes customer problems and complaintsComply with documented regulations, processes, and proceduresOther responsibilities as may be required by managementRequired Skills and Qualifications:Bachelor’s Degree 1+ year experience in help desk/call center environmentExcellent oral and written communication skillsStrong problem-solving skillsTeam player with a strong commitment to customer satisfactionPreferred Skills and Qualifications:HDI Customer Service Representative certification Experience with ServiceNowKnowledge with government clients/environments