This position provides the second level of support to end users by handling Incidents and Service Requests that have been escalated by lower tiers. Support will be provided onsite, remotely over the phone, or via email.

• May accept & register Service Desk Calls.
• Provides resolution for escalated Incidents or Requests.
• Categorize and prioritize incidents correctly according to standard operation procedure.
• Understand and work within established Service Level Agreements (SLA) to ensure timely resolution to incidents and requests.
• Ensures quality customer service to users; ensures proper and accurate feedback on technical problems; coordinates communications between user and technical staff.
• Work with other IT teams to identify the source of issues.
• Escalate calls to higher level support as needed; allowing time to maintain established SLA.
• Troubleshoot network connectivity issues, including cabling, and switch configuration.
• Troubleshoot 3rd party software & internal applications, PC configuration issues.
• Install & configure software packages including standard workstation software and non-standard application software.
• Continue to improve technical knowledge through ongoing training and certifications
• Perform PC setups & moves for users including connecting to LAN.
• Assist with Business Recovery hardware set-up in the event of a disaster.
• Perform other duties as assigned.

• Associate degree in technology field or technical IT certifications
• Comp TIA A+, certification
• Microsoft Office Specialist, certification
• Two plus years help desk or related IT experience

• Ability to handle multiple projects at the same time
• Good customer service and troubleshooting skills.
• Excellent communication skills, (active listening skills)
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Good interpersonal skills
• Ability to work independently, complete tasks with minimal supervision
• Team player

What We Do:

GDC is a full-service IT Staffing and Solutions company specializing in the areas of IT talent placement, application development, multilingual service desk, networking and infrastructure, business intelligence, and project management.

Why Work for GDC?

• Cutting Edge Technology and Innovation

• Career Growth Opportunities

• Employee-Centric Environment

• Comprehensive Benefits Package

• Holiday and Vacation

Equal Opportunity Workplace: