Tier III Help Desk
Gdh Consulting, Inc.

Job Info

---

Job Description:
GDH Consulting is hiring a highly skilled and motivated Customer Technical Support Representative 4 to join our team. This role requires an individual with deep technical expertise and a proven track record in solving complex problems in a CLASSIFIED environment. The ideal candidate will possess extensive knowledge in computer hardware, software, and networking systems. This full-time position is based on-site in Alexandria and operates within a Monday Through Friday schedule, spanning 0600-1700 across two shifts.

Responsibilities

• Provide advanced technical advice and guidance on the installation, adaptation, configuration, or enhancement of company technical products and programs.
• Perform Tier III problem resolution via telephone, guiding users through steps to diagnose and classify the level, priority, and nature of problems and systems.
• Develop technical solutions to complex problems while exercising considerable latitude in determining objectives and approaches to assignments.
• Maintain system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to ensure maximum availability and optimal Mean Time to Repair.
• Collaborate with R&D in the testing and optimization of product support techniques and tools, contributing to continuous process improvement.
• Communicate effectively with internal personnel regarding issues at specific accounts and determine the effectiveness of known solutions for reported problems.
• Provide expert and second-tier technical support for the installation and repair of complex systems and outages.
• Deliver training to customers, enhancing their understanding and ability to utilize products effectively.

Qualifications

• Bachelor's degree (or equivalent) with 8 - 10 years of experience, or a Master's with 6 - 8 years of experience in a relevant field.
• Must hold an active SECRET Clearance and Security+ Certification.
• Extensive technical expertise and in-depth skills in computer hardware, software, and networking systems.
• Proven ability to develop technical solutions to complex problems and exercise considerable latitude in determining objectives and approaches to assignments.
• Strong analytical skills and ability to maintain system stability through proactive maintenance and timely resolution of incidents.
• Experience providing expert and second-tier technical support for the installation and repair of complex systems and outages.
• Ability to communicate effectively with internal personnel and customers, providing consultative assistance during off hours as needed.
• Experience collaborating with R&D teams in the testing and optimization of product support techniques and tools.
• Capability to work on-site in Alexandria within the specified working hours.
• Commitment to continuous process improvement and the ability to lead initiatives in this area.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.

Benefits of Working for GDH:

• Professional Development
• Competitive pay
• Full health insurance
• 401k Plan
• Holiday Pay
• Gym Membership Reimbursement
• Weekly Paycheck & Direct Deposit
• & More!

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit our notice of collection for California applicants.

---