Service Desk Support Analyst
General Dynamics Information Technology (GDIT) has opportunities for motivated, customer service oriented professionals to support the Department of Education (DoED) Pivot-I Program. The role involves providing technical support and services for DoED during its modernization effort, focusing on resolving technical issues and maintaining records. Responsibilities Resolving technical issues and answering queries by telephone or self-service ticket in support of internal customer computer hardware, software, network, system/application access, and telecommunications systems Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records Routing calls to product line specialists, application, or system support specialist when appropriate Maintaining and updating records and tracking databases Alerting management to recurring issues and patterns of issues Skills High School Diploma or equivalent 1 or more years of Service Desk-related experience Demonstrated experience using ServiceNow HDI-SCA certification or ability and willingness to obtain within 60 days of hire Access to a quiet work environment free from distractions Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (satellite provided internet service will not qualify - Connection MUST be hardwired, wireless connections will not suffice) US Citizenship Louisiana residency, living within a reasonable commuting distance (approximately 60 miles) of our Bossier City facility Associate's degree or equivalent and 1 yr of related experience (minimum of 3 or more years of related experience in lieu of degree) CompTIA A+ certification or ability and willingness to obtain within 90 days of hire ITIL Foundations v4 certification or ability and willingness to obtain within 180 days of hire Benefits 401K with company match Comprehensive health and wellness packages Paid vacation and holidays Paid parental leave Paid military leave Paid bereavement leave Paid jury duty leave Short and long-term disability benefits Life insurance Accidental death and dismemberment insurance Personal accident insurance Critical illness insurance Business travel and accident insurance Company Overview General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics. It was founded in 1999, and is headquartered in Falls Church, Virginia, USA, with a workforce of 10001+ employees. Its website is