Customer Service Support Specialist - TS/SCI + Poly

Clearance Level
Top Secret SCI + Polygraph
Category
Help Desk
Location
Herndon, Virginia

REQ#: RQ135067

Travel Required: Less than 10%
Requisition Type: Regular

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.

DESCRIPTION:

  • Monitor the service support line and provide professional telephone responses.
  • Monitor the group email account for additional IT support request.
  • Triage service requests according to established priority criteria.
  • Provide ticket resolution to service requested within the established SLA timeline.
  • Register and track service tickets in the Sponsor’s ticket management system.
  • Determine if the resolution needs other team’s involvement and forward service ticket according to best practice in IT service management.
  • Follow up with users and inform the Sponsor’s organization according to established standard operating procedures.
  • Solicit user feedback and incorporate suggested improvements.
  • Collaborate with other teams in designing and implementing multi-team solutions.
  • Become familiar with the Sponsor’s ticket management system to improve trouble-shooting and user request response times.
  • Identify process gaps and make improvements.
  • Comply with established standard operating procedures.
  • Service actions may involve, but not be limited to:
    • System diagnosis, system administration, trouble-shooting, and testing.
    • Submitting access requests on behalf of users.
    • Installing and uninstalling hardware and software.
    • Configuring and updating hardware and software.
    • Procuring and deploying hardware and software.
    • Assembling and disassembling hardware components.
    • Connecting, disconnecting, and replacing hardware components.
    • Advising users on workaround actions or on best practices for particular IT actions.
    • Transporting, scanning, and logging the arrival and “departure” of devices and equipment.
    • Provisioning virtual private networks (VPN).
    • Resetting passwords.
    • Recovering files.

Required Experience:

  • The Contractor shall possess and provide the following required skills and demonstrated experience:
  • Demonstrated experience in customer service
  • Demonstrated experience in technical support service
  • Demonstrated experience in system administration for Windows and Linux systems
  • Demonstrated experience trouble-shooting hardware, telephony, and video
  • Demonstrated experience deploying and testing hardware and software
  • Demonstrated experience using an enterprise ticketing system
  • Demonstrated experience working with Windows Operating Systems
  • Demonstrated experience working with Linux Operating Systems
  • Demonstrated knowledge of LAN/WAN architectures and troubleshooting
  • Demonstrated working knowledge with VPN clients such as Cisco VPN and others
  • Security Clearance Level: Top Secret/SCI with Polygraph
  • Location: Washington Metropolitan Area (WMA)

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

COVID-19 Vaccination: 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.

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 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.


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.

COVID-19 Vaccination

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.