• Primary phone taker for technical inquiries (all channels: phone calls, voicemail, chat/text, email).
• Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations across all divisions).
• Strive for First Call Resolution (FCR) whenever possible, delivering exceptional customer service through clear communication.
• Respond promptly and within determined SLA to all user requests submitted via ITSM tools, email request, chat/text, phone calls, voicemail, and other forms of approved communication.
• Utilize AI-powered knowledge management tools and troubleshooting resources to effectively troubleshoot hardware and software issues.
• Triage complex issues and escalate to the appropriate team member or resource following established processes and procedures.
• Ensure all Service Desk Requests are documented and tracked via Work Orders per established standards.
• Follow through on all assigned Work Orders in a timely manner to meet/exceed customer expectations and within established SLA.
• Conduct Active Directory end user maintenance (unlocking accounts and password resets).
• Follow established standards for deployment of hardware and software.
• Troubleshoot and diagnose issues related to mobile devices (phones, tablets) including operating systems, applications, and connectivity.
• Assist users with mobile device security and data management.
• Collaborate with colleagues across IT for seamless issue resolution.
• Assist with Team Projects and travel (up to 25% of the time).
• Participate in a balanced after-hours On Call rotation.
• Provide training and assistance to teammates where information sharing is needed.
• Maintain proven punctuality as defined by management provided schedule.
• Maintain knowledge of modern technologies like cloud applications and mobile device management (MDM) solutions.
• Stay up to date on best practices and industry standards, such as KCS, ITIL, etc.

• Education: High school diploma or GED.
• Experience:
  • Three years of experience in technical support with both remote and in office users.
  • Proven ability to leverage AI and knowledge management tools.
• Skills:
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently and prioritize tasks in a fast-paced environment.
  • Commitment to continuous learning and staying up to date on technical advancements.

• Understanding of KCS principles and practices (preferred).
• Microsoft/CompTIA certifications preferred.
• HDI certifications preferred.

What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

• Cutting Edge Technology and Innovation
• Career Growth Opportunities
• Employee-Centric Environment
• Comprehensive Benefits Package
• Holiday and Vacation

Equal Opportunity Workplace: