GDIT is seeking an energetic and reliable professional to join the GDIT/ARMA-GLOBAL Managed Services Support Center as a Full Time Tier-1 Services Team Member. In this role you will be responsible for answering incoming calls, answering emails, and following up with customers in accordance with company policies and procedures to respond to inquiries and resolve customer issues and escalating issues to the next tier of support, when required. Our Managed Services Center T1 team is the first point of contact for customers and should have a high level of commitment to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided.
This is a hybrid-work position; allowing for remote work on occasion, with onsite support while serving as a Tier-1 Staff Computer Systems Analyst scheduled for Full Time work M-F and weekends for a total of 40 hours per week, with at least two(2) days off per week. Personnel must have adequate network connectivity and a quiet location free of noise and disruptions when working remote.
Functional duties include:
Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies
Taking phone calls from end users, creating a ticket and working to categorize the request, helping them resolve the request or problem.
Process tickets in accordance with provided processes and standard operating procedure
Create, monitor and track and respond to tickets as assigned, using established tools
Provide Management, Senior IT Administrators and Engineers information when requested
Follow up with customers to ensure issue resolution and customer satisfaction
Participate in training events and incident resolution activities, as required
Deliver recurring reports and trend data to senior leadership when requested
In this role, candidate will be a member of the Tier-1 Services Group and thus, will cover gaps in Tier-1 services if/when need arises
As member of T1 Services Group, employee may support Development, Engineering, Integration and Test events related to products and services, under the supervision of Tier-2 and Tier-3 personnel.
Knowledge, Skills and Abilities
Applicants must exhibit customer service skills which include the ability to communicate effectively, being action-oriented, exhibiting patience, taking ownership, managing time wisely and working effectively both independently and in a team environment.
Familiar with service desk ticketing systems and terminology (incident, service request, change) is desired
Good communication skills with internal team members
Ability to track and identify positive and negative trends
Abel to recognize issues and problems and seek expeditious notification and escalation when required
Ability to recommend improvements to enhance efficiencies and customer outcomes
Ability to support assigned work schedule
Ability to multi-task, follow priorities and re-vector based on prescribed decision matrices and leadership guidance
Ability to create and maintain sustainment documentation and update systems lifecycle documentation
Must exhibit a passion for customer services and bring impeccable work ethic with a desire to learn and progress within our company
Must be technically inclined and experienced with browsers, mobile devices, laptops, personal computers and installing applications on all items
Must foster an inclusive and professional environment that strives for unity of effort with focus on managing expectations and performance to deliver exceptional results. Must exhibit empathy and be willing to train and develop less experienced personnel.
Other Desired Qualifications:
ITIL v3 or v4 Foundation certification a plus
Exposure to Active Directory is desired
Exposure to FreshService or ServiceNow is desired
Must have experience installing applications on Enterprise-level clients
Experience installing applications on Windows, Mac, Android and Apple iOS device experience desired
Scripting experience to automate repetitive tasks a plus
SCCM experience desired
DoD 8570 IAT-2 or higher (Security + or higher) compliance required
An IT OS certifications for MS Windows, Linux is preferred
Other IT Certification from Microsoft, Red Hat, Amazon Web Services, MS Azure will suffice
Minimum 2 years related IT systems experience/exposure
Must have an Active Secret Clearance
Be able performed work in both a remote setting and in an office environment
Candidate must have reliable internet services to ensure work actions can be performed when working remote. In the event of an ISP service outage, candidate must seek alternate methods of ensuring commercial ISP access
Must exhibit consistent focus on Team and Customer Success
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.