Technical Support Specialist - TS/SCI with Polygraph

Seize your opportunity to make a personal impact as a Technical Support Specialist supporting our customer. GDIT is your place to make meaningful contributions to challenging projects, build your skills and grow a rewarding career.

At GDIT, people are our differentiator. As a Technical Support Specialist, you will help ensure the mission is never interrupted. Our work depends on a Technical Support Specialist joining our team to provide software application support and technical savvy to solve complex IT issues while delivering outstanding customer service.

HOW A TECHNICAL SUPPORT SPECIALIST WILL MAKE AN IMPACT

• Use your a working knowledge of office automation products, web browsers, databases, and workflow applications, to contribute to our team.
• Be an active member of an Agile development team, attending daily scrum meetings, participating in Agile ceremonies, and supporting a set of highly viable and mission enabling software applications
• Become an advanced user of the Finance and Travel applications supported by the customer organization.
• Serve as the first point of contact for customers seeking technical assistance with the custom web applications.
• Capable of determining the best solution based on the issue and details provided in a user’s written request.
• Collaborate closely with the development team and business subject matter experts to resolve user issues/requests.
• Direct unresolved issues to the next level of support personnel.
• Manage time wisely to adjust to a fluctuating volume of help requests.
• Provide accurate information for supported products or services.
• Record events, problems, status information, and resolutions in the help desk system.
• Potentially, surge to assist with manual testing requirements of new applications releases and document results in Jira.
• Follow-up with customers and update status information.
• Share feedback and suggestions from customers with the appropriate team members.
• Identify and suggest possible improvements on procedures.
• Assist in creating/maintaining system support documentation, such as ‘Frequently Asked Questions’ (FAQs) and user guides.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Experience: 5+ years supporting software applications
• Required skills:
• Strong customer service skills
• Advanced experience with multiple web browsers
• End user technical support skills
• Documented experience performing remote troubleshooting through diagnostic techniques and pertinent questions
• Effective writing skills
• Effective time management skills
• Excellent communication, problem-solving, and analytical skills
• Security Clearance Level: Top Secret/SCI with Polygraph
• Desired skills & qualifications:
• Experience with customer support systems, like Remedy or ServiceNow
• Experience with the customer’s ESMT or ESP systems
• Experience with an Agile development methodology
• Experience with Jira and Confluence
• Knowledge of financial systems
• Experience in manually testing web applications
• Location: Chantilly, VA on customer site
• Hours: Contract Core hours 9-3
• US Citizenship Required

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

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