Program Support Analyst

Clearance Level
None
Category
Program Management
Location
Washington, District of Columbia

REQ#: RQ116761

Travel Required: Less than 10%
Public Trust: NACI (T1)
Requisition Type: Regular

GDIT is hiring a Program Support Analyst to provide system and help desk support to end users of Tableau-based dashboards and users of a federal case management system. The Support Analyst works to identify, triage, analyze, and resolve or escalate complex system related problems.

Responsibilities:

  • Provide responsive, consistent, and reliable support to a customer base that provides mission critical support.

  • Provide Tier 1 support for customer support requests and escalate to development and operations teams when appropriate.

  • Assist users with gaining system access and triage end user issues within the Tableau platform and the case management system, and other systems as needed.

  • Log all support requests from help desk inquiries into a ticketing system.

  • Work effectively with cross-functional teams to identify and resolve issues. 

  • Implement various projects, develop work plans, and ensure timely completion as directed by the IT manager.

  • Assist onboarding users into new databases through email support.

  • This position may require shift hours including weekends, and holidays. Shift schedules are based on customer need and are subject to change.

Education and Experience:

Bachelor’s degree

Qualifications:

  • 2 years of customer support experience in a technical environment

  • Customer Service skills are required

  • Strong analytical and problem-solving skills

  • Strong interpersonal skills for communicating with internal and external personnel of all levels

  • Familiarity with Tableau and its functions

  • Ability to multi-task and work independently with minimal supervision

  • Ability to keep sensitive and confidential material private

  • Ability to take direction and are detail oriented


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.