Service Desk Specialist with Active TS/SCI Clearance

Clearance Level
Top Secret
Category
Help Desk
Location
Bossier City, Louisiana

REQ#: RQ89205

Travel Required: None
Public Trust: None
Requisition Type: Regular

General Dynamics Information Technology delivers next-generation IT solutions and services to the Department of Defense, the intelligence community, and federal and civilian agencies as they modernize their information systems.  We are currently seeking highly motivated individuals with a TS/SCI or TS/SCI CI/POLY  to join our rapidly growing team of technical help desk professionals to support a mission critical assignment that keeps our nation safe and secure.  Housed at our state-of-the-art Information Technology Center in Bossier City, LA., in this role, you will work alongside over 800 fellow IT professionals in a uniquely designed collaborative space that allows you to engage with your colleagues and see your career grow - all while supporting our nation’s essential programs. 

 
The ideal candidate is an agile problem solver, passionate, driven, and motivated to consistently learn, improve and grow.  If you enjoy developing and employing complex technical solutions to resolve user issues, you will find this role to be both challenging and rewarding. As a GDIT employee, you will also have access to a dedicated team of internal mobility specialists to foster your career expansion at General Dynamics!

Minimum Required Qualifications

  • TOP SECRET (TS/SCI) with the ability to obtain a favorable polygraph
  • HS diploma or equivalent
  • DOD IAT Level II certification (i.e. CompTIA Security +) 
  • Ability and willingness to work shift work as needed and a minimum of one overtime shift 1 weekend day each month

Minimum Required Qualifications

  • AA/AS or equivalent years of relevant work experience
  • 3 or more years of related experience as a technical customer service technician, help desk technician, system or network administrator or other technical support role

A day in the life of a help desk specialist:

  • Answers help desk inquires for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met. 
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. 
  • Resolves and/or refers highly complex technical problems as appropriate. 
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. 
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. 
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. 
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.   
  • Efficiently escalates incidents when required 
  • Documents incident status and solutions in incident database tools 
  • Possesses current working knowledge of computers, printers, laptops and common windows applications 
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
  • Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
  • Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
  • May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.
  • Alerts management to recurring problems and patterns of problems.


Our core values- HONESTY, TRUST, TRANSPARENCY, and ALIGNMENT reinforce our steadfast commitment to helping our government customers meet the challenges they face each day.  We are equally committed to being responsible corporate citizens improving the communities in which we live, work, and play and invite you to join our team of over 38,000 dedicated men and women in 30+ countries all over the world!  Apply Now!

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 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.