Service Desk Specialist with Active TS/SCI Clearance Level II RQ35349

Comptia, Customer Service, Telecommunications, Documentation, Database, Help Desk Support, Technical, Top Secret Clearance, Network Administration, Information Technology, Hardware
Full Time
Depends on Experience
Work from home not available Travel not required

Job Description

GDIT seeks a Service Desk Specialist with Active TS/SCI Clearance Level II. 

Required Qualifications

  • TOP SECRET (TS/SCI) with the ability to obtain a favorable polygraph
  • HS/GED or equivalent + 1 yr related experience as a technical customer service technician, help desk technician, system or network administrator or other technical support role
  • IAT Level II certification (i.e. CompTIA Security+) 
  • Ability and willingness to work shift work as needed and a minimum of one overtime shift 1 weekend day each month

We are currently seeking highly motivated individuals with a TS/SCI or TS/SCI CI/POLY  to join our rapidly growing team of technical help desk professionals to support a mission critical assignment that keeps our nation safe and secure.  Housed at our state-of-the-art Information Technology Center in Bossier City, LA., in this role, you will work alongside 800 fellow IT professionals in a uniquely designed collaborative space that allows you to engage with your colleagues and see your career grow - all while supporting our nation’s essential programs.  Generous relocation assistance is available!

A day in the life of a help desk specialist:

  • Answers help desk inquires for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met. 
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. 
  • Resolves and/or refers highly complex technical problems as appropriate. 
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. 
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. 
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. 
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.   
  • Efficiently escalates incidents when required 
  • Documents incident status and solutions in incident database tools 
  • Possesses current working knowledge of computers, printers, laptops and common windows applications 
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
  • 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.

GDIT (General Dynamics Information Technology) is the premier provider of high-tech IT solutions to the government IT market. We deliver cost-effective, next-generation IT solutions and services to the Department of Defense, the intelligence community and federal civilian agencies as they modernize their information systems.

We are a company of over 40,000 smart, talented individuals who are committed to a stronger and better future for America through next-generation thinking and meaningful results.

Delivering Next Generation IT Solutions
We deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Committed to Our Country and Communities
Whether we're helping our U.S. government customers meet their mission and operational challenges or working to address critical needs within our local communities, we bring the same level of passion and commitment, developing solutions that meet or exceed the challenge.

Join Us
As an employee, you get to be part of a best performing team supporting our nation's most critical missions. We give you the tools to be successful; all you need to do is bring your best ideas, your energy and a desire to develop your skills, experience and career.

Dice Id : 90833617
Position Id : 6114473
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