Support Assistant
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Job Description
Support Assistant providing Tier 1 help desk support for GDIT government information systems, including Tableau and Salesforce. Troubleshooting user access issues and escalating technical requests.
Responsibilities:
- Provide help desk support to end users of government information systems, including Tableau and Salesforce
- Identify, triage, and resolve or escalate support issues
- Provide responsive, consistent, and reliable support to a mission-critical customer base
- Provide Tier 1 support and escalate requests to development and operations teams when appropriate
- Resolve access issues, process name changes, and update email information for system access
- Troubleshoot end-user issues across designated platforms and route them to resolver groups as needed
- Log help desk support requests in a ticketing system
- Collaborate with cross-functional teams to identify and resolve issues
- Implement projects, develop work plans, and ensure timely completion as directed by the IT manager
- Assist users in acquiring access to systems and databases through email support and the Service Console
Requirements:
- BA/BS degree in computer science or related field
- 2+ years of customer support experience in a technical environment
- Exceptional customer service skills
- Strong interpersonal skills for communicating with internal and external personnel of all levels
- Strong analytical and problem-solving skills
- Familiarity with Tableau and its functions
- Skills in Microsoft Office, Standard Operating Procedures (SOP), and troubleshooting
- Ability to multitask and work independently with minimal supervision
- Ability to protect sensitive information
- Ability to take direction and remain detail oriented
- Existing T4 Public Trust or ability to obtain one
- Ability to work shift hours, including weekends and holidays, as required by customer needs
Benefits:
- Comprehensive medical plan options, including plans with Health Savings Accounts
- Dental plan options
- Vision plan options
- 401(k) plan with company match
- Full-flex work weeks where possible
- Paid time off, including vacation, sick, personal, holiday, parental, military, bereavement, and jury duty leave
- Typically 15 days of paid leave per calendar year for new employees
- 10 paid holidays per year
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
- AI-powered career tool identifying career steps and learning opportunities
- Internal mobility team
- Wellness packages
- Growth and professional development opportunities
- Award-winning culture of innovation and military-friendly workplace
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