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Service Desk Specialist DAYS with TS/SCI W/POLY

General Dynamics Information Technology • Annapolis Junction, MD • 1d ago

Req ID: RQ209395

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret/SCI

Public Trust/Other Required: None

Job Family: Technical Support Services

Skills:

Computer Hardware,Customer Service,Help Desk Support

Experience:

0 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT is looking for a Service Desk Specialist who holds TS/SCI W/POLY for a full-time position, located in Annapolis Junction, MD.

This position is DAYS 0900 - 1700

Program overview

GDIT provides DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. GDIT is the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Position description

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Essential job functions

Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests

Provides polite and customer friendly service support for problem resolution

Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required

Documents incident status and solutions in incident database tools

Possesses current working knowledge of computers, printers, laptops and common windows applications

Works through various @types Tier II issues with telephone assist

Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

This position does require employees to work one weekend day a month

Qualifications

HS degree or equivalent & 0+ year's related experience

Active TS/SCI clearance required (CI poly preferred or must be able to obtain)

Technical certification to meet 8570 IAT II compliance required.

The likely hourly rate for this position is between $26.52 - $35.88. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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