Help Desk Specialist (Active TS/SCI w/Poly)

Own the opportunity as a Customer Service Support Specialist and help ensure the mission is never interrupted. At GDIT, we deliver clarity with our cloud solutions and provide meaningful work. Your work will be an important part of transforming our clients for the modern age and help them face any obstacle

At GDIT, people are our differentiator. As a Customer Service Support Specialist supporting the customer, you will be trusted to solve complex IT issues while delivering outstanding customer service.

Ensure the safety and security of our nation as a Customer Service Support Specialist at GDIT. You’ll apply the latest technology and provide operational support to deliver actionable intelligence for the Intelligence Community. Here, your work will have meaning and impact as you deliver your best every day.

HOW BEING A CUSTOMER SERVICE SUPPORT SPECIALIST WILL MAKE AN IMPACT?

The Sponsor’s office is responsible for building and operating a hybrid-cloud mission infrastructure and services, hosting dozens of COTS, GOTS, and custom applications, as well as a large data lake. The system has on-premises components deployed at multiple data centers, as well as use of commercial cloud resources. The Sponsor requires a Contractor with a diverse technical background and strong interpersonal skills to support the 24 hour, 7 day a week, 365 day a year operations center environment providing in-depth Tier 1 and Tier 2 level support and problem resolution for technology products and applications. The Contractor will work solely on the day team or night, there will be no alternating shifts.

Contractor personnel serving in designated High Risk Roles (HRR) are required to comply with the Sponsor’s screening program, whereby completion of a medical screening process to obtain a medical clearance is required. The Sponsor will determine the appropriate level of medical screening based on the High Risk Roles specifically identified by the GTM.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Associate or Bachelor’s degree in Computer Science, Systems Engineering, Information Management, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Required Experience:
• High Risk Role: Yes
• Demonstrated experience as a technical help desk position supporting various versions of the Windows platform, internet browsers, and sponsor developed applications used in a high paced business environment
• Demonstrated experience of multiple desktop programs, configuration and debugging techniques, such as Check_MK, Splunk dashboards, ServiceNow, SharePoint, Active Directory and sponsor developed applications
• Demonstrated experience managing multiple priorities, eliciting information from customer, and gathering and maintaining information related to incidents
• Demonstrated experience tailoring technical response to all levels of technical experience
• Demonstrated experience maintaining granular level documentation  and preparing for various levels of technical ability and management
• Demonstrated experience with TCP/IP and general networking issues
• Demonstrated experience providing superior customer service and support
• Demonstrated experience resolving issues efficiently and contributing to the improvement of the infrastructure
• Demonstrated experience troubleshooting technical issues and applying critical thought to problems
• Demonstrated experience technical writing, maintaining SOPs, and communicating to a diverse population.
• Security Clearance Level: Top Secret/SCI with Polygraph

Preferred Skills:

• Demonstrated experience developing in ServiceNow
• Demonstrated experience with IBM Tivoli Service Request Manager or Jira
• Demonstrated experience creating and analyzing data metrics
• Demonstrated experience with Tableau
• Demonstrated experience with data mining tools
• Demonstrated experience with Amazon Web Services or Cloud administration
• Demonstrated experience with interpersonal and organization skills and working both independently and in a team environment
• Demonstrated experience negotiating issues, sound judgment, and decision-making
• Associate Degree or Bachelor's degree in Computer Science, System Engineering, Information Management or related field
• Certification: SharePoint Administrator

Location: Chantilly, VA

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays