IT Technical Support Specialist
GDiT
2026.06 - Current
- Provide IT help desk support to users through web queues, email, ticketing systems, instant messaging, and phone.
- Respond to, document, and track IT service requests using ServiceNow.
- Categorize and prioritize requests based on type, impact, and urgency.
- Troubleshoot common IT issues, identify the cause of user problems, and determine the appropriate resolution or escalation path.
- Route and escalate issues to the appropriate support teams while monitoring ticket status to help ensure timely resolution and closure.
- Communicate technical information clearly to non-technical users and provide updates on ticket status and possible resolutions.
- Follow established IT policies, procedures, and security requirements when assisting users.
- Work collaboratively with support team members to resolve user issues and maintain accurate documentation.