Job Description

Ref No.:19-02941
Location: Washington, District of Columbia
JOB DESCRIPTION
SUMMARY
  • The world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all the more vital. GDIT is excited to support the SEC in as it seeks to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation.
  • The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC's IT infrastructure. Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC. Currently, we are seeking a Service Desk Escalation Engineer in Washington, D.C. The selected candidate must be able to obtain a
  • Public Trust Suitability clearance, per contract requirements.
DUTIES:
  • Responsible for providing escalation support to the Service desk to ensure an issue is escalated to the proper resource required to remediate.
  • Works with desk side support engineers to define and document problems and resolutions.
  • Provides end user remote access support, managing all issues related to access by remote users.
  • Ensures escalation remains minimal and limits engagement from outside teams when possible.
Task and responsibilities in this role include, but are not limited to the following:
  • Responsible for providing escalation support to the Service desk to ensure an issue is escalated to the proper resource required to remediate.
  • Works with desk side support engineers to define and document problems and resolutions.
  • Provides end user remote access support, managing all issues related to access by remote users.
  • Ensures escalation remains minimal and limits engagement from outside teams when possible.

EXPERIENCE:
  • Must have a minimum of 4 years of experience in remote access support and escalation management.
  • Must have active knowledge of Service Desk services, as well as incident resolution procedures.
  • High School & Degree Preferred
  • Must have a minimum of 3 years of experience providing desk side support, specializing in troubleshooting complex and advanced end-user issues with hardware and software.
  • Must have extensive knowledge of Microsoft Windows Operating System and Microsoft Office tools.
  • Must be able to obtain a Public Trust.

Application Instructions

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