Req ID: RQ181590

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: None

Job Family: Field Engineering

Skills:

Active Directory (AD),Computer Hardware,Handheld Devices,Phone Support,Virtual Private Networks (VPNs)

Experience:

4 + years of related experience

Job Description:

GDIT is seeking an Bilingual Field Technician to join our team supporting the Centers for Disease Control and Prevention (CDC) Service Desk in San Juan, PR .

In this role, the candidate will provide in person troubleshooting as well as some phone support. Troubleshooting of technical problems and advising users on the appropriate action for resolution on a wide range of technologies and issues, but most support will be in person. The right candidate will have impeccable attendance, excellent communication skills and be highly skilled in multi-tasking.

The position is for full-time employment and will be based at the CDC's office at the San Juan, PR campus.

RESPONSIBILITIES:

Provide outstanding customer support assistance in person for Windows 10

Process incoming customer requests in person, over the telephone, log calls into the ticket tracking system (ServiceNow) and resolve the technical issues in a timely manner.

Meet SLAs in a high-volume call center environment.

Utilize solid MS Office 365 Outlook

Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively.

VPN troubleshooting (Zscaler)

Perform some network administration tasks, including creating new users, assigning rights, resetting passwords in Active Directory, etc.

Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone or iOS devices

QUALIFICATIONS

Required Skills and Experience:

High School Diploma or GED and 3+ years of IT related experience troubleshooting hardware and software, and connectivity issues

IT Helpdesk/User Support experience to include onsite support and some telephone support for local remote customers using Windows 10/Office 365

Familiarity with Service Now (SNOW)

Familiarity with a SLA driven environment

Experience troubleshooting Windows 10

MS Office 365 Outlook

MAC experience

Experience troubleshooting general networking, wireless , and connectivity problems; and knowledge/experience with remote desktop and VPN

Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices such as Android, iPhone or iOS device, Apple/Mac

Knowledge of a Ticketing System

Must be fluent in Spanish and English

Desired Skills:

Professional customer service skills with the proven ability translate technical findings

Highly skilled in multi-tasking

Excellent communication skills

Critical thinking skills and ability to troubleshoot

Impeccable attendance record

The likely hourly rate for this position is between $19.77 - $25.88. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.