Remote Support Technician IV- TS/SCI

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General Dynamics Information Technology
Database, Hardware, Help Desk, Management, Technician, Telecommunications, Windows
Full Time, Full Time
Telecommuting not available Travel not required

Job Description

Clearance Level Must Currently Possess:

 

 

Top Secret w/SCI eligibility

 

 

Clearance Level Must Be Able to Obtain:

 

 

Top Secret SCI

 

 

Suitability:

 

 

Polygraph

 

 

Job Family:

 

 

Help Desk

 

 

Job Description:

 

 

CSRA is looking for a Service Desk Specialist who holds TS/SCI (poly preferred) for a full time position, located in Annapolis Junction, MD.

 

 

Program overview

 

 

CSRA will provide 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. CSRA will be 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

 

 

Qualifications

 

 

- High school diploma + 8yrs experience OR AA degree + 6yrs experience

 

 

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

 

 

- Technical certification to meet 8570 IAT II compliance required

 

 

#esoc1216

 

 

#cjobs

 

 

#dicepost

 

 

# of Openings:

 

 

Scheduled Weekly Hours:

 

 

40

 

 

Telecommuting Options:

 

 

Telecommuting Not Allowed

 

 

Work Location:

 

 

USA MD Annapolis Junction - 2711 Technology Dr (MDS016)

 

 

Additional Work Locations:

 

 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.


Company Information

Impactful Work. Next-Gen Solutions. Meaningful Careers. General Dynamics Information Technology solves our customers' biggest challenges through smart, future-focused technology and services, ingenuity and deep mission-knowledge. Partnering with government, defense, the intelligence community, industry leaders and cutting-edge technology companies, we deliver solutions that make a difference – helping our customers to advance mission performance, transform operations and discover opportunities to build a better future. Headquartered in Fairfax, Va., with major offices worldwide, General Dynamics IT and General Dynamics Mission Systems form the Information Systems and Technology (IS&T) business group of General Dynamics. IS&T and the Aerospace, Combat Systems and Marine Systems groups form General Dynamics Corp.