Receives and processes all service requests, incidents, and issues as the TISC focal point for multiple separated locations.
Assists in the development of call scripts and call trend analysis to refine and build efficient processes.
Inputs, monitors and tracks information in approved government incident management systems and other ticketing solutions.
Advises Senior System Administrators and Engineers in a Dev/Ops environment on Service Improvement opportunities to reduce call center volume, ultimately increasing customer satisfaction.
Knowledge, Skills and Abilities
Applicants must have customer service skills which include the ability to meet goals in a timely manner, while being action-oriented, taking ownership, managing their time wisely and working effectively both independently and in a team environment.
Good communication skills with internal team members as well as customers required
Ability to support 24x7 work schedule/shift work in support of customer initiatives with advanced notice
Ability to create and maintain sustainment documentation and update systems lifecycle documentation required
An impeccable work ethic with a desire to learn and progress within our company
DoD 8570 IAT-2 or higher compliant (Sec+ CE or higher) within 60-days of hire.
Minimum 1 years related IT systems experience
Must have an Interim Secret Clearance to begin work and the ability to obtain a Top Secret-SCI clearance
The work is performed in an office environment
EDUCATION AND EXPERIENCE: HS/GED, 1+ years of experience
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.