• Handling IT incidents for business customers (hardware, software, network, access rights) • Working with a ticketing system: creating, prioritizing, tracking and escalating tickets according to SLA • Supporting business-critical applications and coordinating with external service providers when necessary • Professional customer communication and clear explanation of technical solutions • Maintaining documentation and knowledge bases • Proactive system monitoring and responding to alerts

Role Description Support mission-critical initiatives and enable the growth of our business as a Help Desk Technician III at GDIT. Here, you’ll become an integral part of how GDIT is able to ensure the safety and security of our nation. - Provides technical support and troubleshooting for network, desktop, and/or systems hardware, software, and mobile devices. - Password reset assistance, supporting multiple customers within a 24/7/365 support environment. - Participates in daily stand-ups, knowledge-sharing sessions, and collaborative problem-solving. - Collaborates with senior technicians and other IT specialists on complex or escalating issues. - Engages in joint troubleshooting sessions and contributes to post-mortem analyses. - Identifies trends, develops permanent solutions, and documents best practices. - Manages a queue of technical support requests, prioritizing impact-based issues. - Utilizes ticketing systems (e.g., ServiceNow, Jira) to manage requests. - Translates technical jargon into understandable language for users. Qualifications - Education: High School Diploma plus 5+ years of related experience in a corporate environment; OR Associate's degree plus 3+ years of related experience in a corporate environment. - Required Experience: Experience in a technical support or help desk role in a corporate environment. - Required Technical Skills: Proficiency in Windows 10/11, Microsoft Office 365 administration and troubleshooting, Active Directory user and group management, basic networking concepts (TCP/IP, DNS). - Preferred Skills: Experience with virtual desktop infrastructure (VDI), mobile device management (MDM) solutions, ITIL framework knowledge, and certifications such as ServiceNow fundamentals, CompTIA A+, Network+, or Microsoft Certified Professional (MCP), Citrix, and Jira. Requirements - Ability to work flexible hours, including evenings, weekends, and holidays. - Excellent verbal and written communication skills. - Strong problem-solving and analytical abilities. - Customer-centric approach. - Ability to work independently and as part of a team. - Strong organizational skills with attention to detail. - US Person Required. Benefits - Comprehensive benefits and wellness packages. - 401K with company match. - Competitive pay and paid time off. - Full flex work weeks where possible. - 15 days of paid leave per calendar year. - 10 paid holidays per year. - Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12 month period. - Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.

Role Description The Help Desk Lead / Senior Engineer plays a critical role in establishing, managing, and optimizing a comprehensive help desk to support the implementation and long-term sustainment of an Electronic Health Record Modernization (EHRM) system for a large federation. This role is responsible for designing and overseeing operational and technical processes that enable effective issue resolution, triage, escalation, and support at scale. The Help Desk Lead / Senior Engineer will collaborate closely with stakeholders across the organization to build a mature, high-performing support function aligned with organizational goals. - Workforce and capacity planning - Knowledge management - Training program development - Quality assurance monitoring - Business continuity and disaster recovery planning - Enforcement of Service Level Agreements (SLAs) - Development of performance metrics - Analysis and reporting for decision-making - Management of changes to project scope, schedules, and methodologies - Preparation of materials for leadership review - Coordination of project plans for help desk technologies - Remote role with 25% travel to nationwide VA sites Qualifications - Bachelor’s degree and 5+ years of progressive electronic health records (EHR) support for help desk oversight and resolution response for EHR implementation - 3+ years of direct incident management and incident response operations experience supporting EHR activities for a software as a service (SaaS) managed EHR solution - Proven experience with large-scale system implementations - Strong background in help desk operations and technical support management - Ability to develop and present executive-level materials - Strong analytical, communication, and organizational skills - 3+ years of direct project management and stakeholder engagement experience supporting EHR activities for a software as a service (SaaS) managed EHR solution Requirements - Help Desk Leadership & Operations - Design and implement operational processes, technical workflows, and tiered support structures - Establish and maintain issue resolution, triage, and escalation protocols - Develop and oversee Service Level Agreements (SLAs), response times, and quality metrics - Lead workforce planning, staffing models, and scheduling to ensure adequate coverage - Implement knowledge management systems and training programs for help desk personnel - Build and maintain business continuity and disaster recovery plans - Conduct quality assurance reviews and implement continuous improvement measures Benefits - Variety of medical plan options, some with Health Savings Accounts - Dental plan options - Vision plan - 401(k) plan with company match - Full flex work weeks where possible - Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave - 15 days of paid leave per calendar year - 10 paid holidays per year - Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12 month period for eligible employees - Short and long-term disability benefits - Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance

This position is Limited Tenure. Limited Tenure (LT) means that if you are offered the position and accept it: - You will be categorized as a regular employee during this tenure, but employment will be terminated at the established end date. - You committed to stay in this position until the end of the tenure (approximately 12 months from date of hire) before you become eligible to transfer to a new position. - After the completion of the limited tenure assignment, it is your responsibility to secure another role within Mayo through the job vacancy process or employment will be ended upon the completion of the limited tenure assignment. The candidate will be working on our Level 2 Digital Workplace Operations Team which provides Operations support for ServiceNow. Receive calls from customers for both vended and custom applications; resolves problems, documents the resolution, and communicates the resolution to the customer. Escalates more complex problems to more senior team members based on Work Unit policies. Troubleshoots application problems, maintains applications, and provides input on system configuration. Assists with installation and troubleshooting of business area specific applications and equipment. Provides support for both vended and custom developed applications. May assist with application analysis, configuration, testing, training, and implementation of applications. Possesses basic understanding of application interfaces and works with vendors or interface partners to configure. Partners with customers to develop relationships and an understanding of business needs, goals, and objectives. Represents customer-focused support and possesses oral and written communication and interpersonal skills to be able to effectively interact with customers, vendors, and other technical areas within and external to the department. Works with the customers to implement configuration changes to the applications to meet business needs. May be required to provide 24/7 on-call support Interfaces routinely with colleagues who may be located at any of the Mayo Group practices to perform job responsibilities requiring virtual collaboration and partnership. This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program. Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic. Benefits Highlights - Medical: Multiple plan options. - Dental: Delta Dental or reimbursement account for flexible coverage. - Vision: Affordable plan with national network. - Pre-Tax Savings: HSA and FSAs for eligible expenses. - Retirement: Competitive retirement package to secure your future. Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law". Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.