GDIT is looking for a Self-Service Knowledge Engineer who holds TS/SCI with poly for a full-time position, located in Annapolis Junction, MD.
Program overview: GDIT provides service to the DoDIIS (Department of Defense Intelligence Information System) customers worldwide through the Customer Contact Center (CCC) consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. GDIT 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: Create, innovate, and modify Self-service articles to support the DoDIIS customer base. During times of high volume, outages, and as required by management be able to take calls, chat, or work tickets.
Essential Job Functions:
Researches, creates, modifies and updates the Self-service knowledge base.
Analyzes issues and problems systematically, drawing sound conclusions and translating conclusions into timely decisions and actions.
Provide the sharing of best practices, including workshops, one-on-one guidance, and troubleshooting.
Be able to come up with new innovative ideas to assist the customer base or make applications function smoother
Maintain communications on knowledge sharing across the organization and participate in orientation and training sessions.
Collaborates with others in their own unit and across boundaries. Willing to seek help as needed.
Open to new ideas; shares own knowledge; applies knowledge in daily work; builds partnerships for learning and knowledge sharing.
Comfortable reaching out to other CIO organizations to gather information needed to complete projects
Take service desk calls during call surges, times of high volume, as required by management.
Proficient in time management. Sets high standards for self; Is committed to organizational goals
Able to work independently to meet deadlines with multiple projects at once
Flexibility in daily functions.
BA/BS degree (or equivalent work experience) and 2+ years’ experience
Security+CE Certification require
Technical writing skills, and the ability to write technical manuals and guidance.
Proficient with Microsoft Office suite
Understand basic IT troubleshooting, and have the ability to build a corresponding step by step self-service articles
TS/SCI clearance required (CI poly preferred or must be able to obtain).
Have or be able to obtain Security+ or other technical certification to meet DoD 8570 compliance required (IAT Level II minimum) and one of the following certifications A+, HDI customer service representative, ITIL Foundation OR Microsoft 365
Previous Service Center proficiency/technical ability and technical skills
MS Office suite proficiency.
About Our Work
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.