NY HESC Technical Help Desk I

at  General Dynamics Information Technology

JOB DESCRIPTION

General Dynamics Information Technology has opportunities available for Technical Help Desk Professionals (Levels I, II, and III) to join the Higher Education Services Corporation (HESC) Enterprise Service Desk Program in Rensselaer, NY. The Help Desk Professional plays a vital role resolving technical issues and managing escalations. Join GDIT and become a part of the dedicated team contributing to one of the most significant enterprise service desk modernization initiatives!
As a Help Desk Professional with GDIT, YOU are a critical element of the project and will resolve user issues related to HESC by providing technical assistance and support to parents, applicants, and students via various communication channels including phone, email, and chat. Join GDIT and be a part of the team supporting one of the most important enterprise service desk modernization programs!

QUALIFICATIONS & SKILLS

To ensure adequate staffing levels and response times, regular and timely attendance related to assigned work schedules including breaks and lunches is REQUIRED.

ON ANY GIVEN DAY, IN THIS ROLE YOU WILL:

• Serve as the first point of contact for technical support inquiries
• Apply basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
• Thoroughly document requests and incidents according to business processes and standard operating procedures (SOP)
• Document detailed, specific work notes regarding the interaction with the customer
• Resolve technical problems and answer queries by telephone or self-service ticket in support of internal within the customer service portal
• Maintain a high level of courteous customer service and professionalism at all times
• Communicate with customers at all levels of technical and non-technical skills sets
• Route calls to product line specialists, application, or system support specialists when appropriate
• Alert management of recurring problems and patterns

TO QUALIFY FOR THIS ROLE, YOU MUST HAVE:

• Obtained a HS diploma of equivalent
• 1 or more years of related experience
• An ability to obtain and maintain a suitability
• Demonstrated experience utilizing excellent communication and interpersonal skills
• Demonstrated experience using troubleshooting techniques to assist end-users
• An ability and willingness to work and adhere to any assigned shift during our hours of operation (Monday-Saturday, 8am – 8pm EST, exclusive of New York State holidays)
• New York residency