Customer Service Support Specialist - TS/SCI with Polygraph

Clearance Level
Top Secret SCI + Polygraph
Category
Systems Administration
Location
McLean, Virginia
Onsite Workplace
Key Skills For Success

Mobile Support

Ticketing Systems

Troubleshooting

REQ#: RQ175056
Requisition Type: Regular
Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

Transform technology into opportunity as a Customer Service Support Specialist with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Customer Service Support Specialist, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Customer Service Support Specialist joining our team perform IT requirements validation to provide mobile devices support including but not limited to activation, configuration, setup, issuing, troubleshooting, providing resolution, maintaining and managing mobile devices inventory.

REQUIRED SKILLS AND DEMONSTRATED EXPERIENCE:
The Contractor shall have the following required skills, certifications and demonstrated experience:

  • Demonstrated experience providing mobile device support to include mobile phones, laptops, air cards, and tokens.
  • Demonstrated experience using enterprise tools or ticketing systems to document and track requests and requirements.
  • Demonstrated experience working to resolve issues and provide problem solutions while adhering to security policies and plans.
  • Demonstrated experience imaging and re-imaging laptops.
  • Demonstrated experience loading software onto laptops.
  • Demonstrated experience interacting with service providers to resolve issues.
  • Demonstrated experience communicating complex technical concepts, requirements, and technical information to both technical and non-technical audiences.
  • Demonstrated experience providing strong customer service and problem solving skills.

Additionally the Contractor Team Lead should have the following required skills, certifications and demonstrated experience:

  • Demonstrated experience developing, updating, and maintaining Standard Operating Procedures (SOPs).
  • Demonstrated experience developing and implementing process changes and improvements to enhance team effectiveness.
  • Demonstrated experience leading a team of personnel providing IT systems support and providing team direction and guidance.
  • Demonstrated experience in staff scheduling.

HIGHLY DESIRED SKILLS AND DEMONSTRATED EXPERIENCE:
Skills and demonstrated experiences that are highly desired but not required to perform the work include:

  • Demonstrated experience working in a team environment and with all levels of management.
  • Demonstrated experience imaging and re-imaging with Sponsor’s laptop build
  • Demonstrated experience loading software onto laptops.
  • Demonstrated experience creating Sponsor laptop accounts.
  • Demonstrated experience with Sponsor’s SOP for managing the lifecycle of laptops issued to Sponsor’s customers.
  • Demonstrated experience with IT service delivery processes.
  • Demonstrated experience multi-tasking in an environment with competing priorities and short suspense timelines.
  • Demonstrated experience with the Sponsor’s enterprise IT incident ticketing tool.

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.
  • Required Experience: 3+ years of related
  • Security Clearance Level: TS/SCI with Polygraph
  • Location: McLean, VA - On Customer Site
  • U.S. Citizenship Required

#OpportunityOwned 
#GDITCareers 
#WeAreGDIT

#JET
#ISP2024InnovativeTalent

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

Work Requirements
Years of Experience

1 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

None

Citizenship

U.S. Citizenship Required

Salary and Benefit Information

The likely salary range for this position is $75,582 - $102,258. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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.