The likely salary range for this position is $64,000 - $96,000. 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.
work depends on a Customer Support Liaison joining our team to
support our government client’s activities in their locations.
At GDIT, people are our differentiator. As a Customer Support Liaison provides technical, administrative, and operational leadership to assigned task(s), including contract and subcontractor management.
The Customer Support Liaison manages program technical support activities in accordance with contract requirements, approved procedures, and government regulations. Daily Customer Support Liaison activities include and are not limited to performing/providing customer relationship management, technical troubleshooting solutions and support, incident and change management analysis, supporting contract deliverables, and other functions as assigned supporting the program.
Functions include and are not limited to:
Manage relationships with customers, technical support, and executive representatives
Ensures coordination and information flow between programs within customer organization
Respond to customer Incident/Change Management process (Request for Change, tickets, etc.) and coordinate with operations and incident/change managers
Coordinate meetings with customers to manage technical support requirements to completion as primary client liaison
Perform and is responsible for administrative tasks/reports in support of the program
Lead/participate in special projects for high level technical service support and assigned tasks
Reviews, refers and diagnoses internal inquiries and work requests related to maintenance of personal computers and related systems
Troubleshoots and supports end-user desktop computer, voice, video, network, and/or systems hardware/software
Must be able to track project studies, reports, plans, action items, and ensures project deliverables quality
Maintains current knowledge of relevant technologies as assigned
Provides incident/problem analysis with short-term workarounds and long-term solutions
Updates documentation on tickets and track issues to completion
Review and validate understanding of customer requirements and recommend process changes
Manage day-to-day client and internal service requests and document all services performed
Participates in special projects as required.
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience) 5+ years of related experience in customer service, data analysis, Information Technology, project management and relationship management
Proficient in MS Office and HP Service Manager
Excellent oral/written communication and customer service skills
Excellent organizational skills
Understanding of computer systems, voice/video systems, and network infrastructure
Must be able to track project studies, plans, action items, multiple projects and requests for changes, additions, moves, as well as the associated tasking to various work centers, etc.
Understands system lifecycle perspective including technical understanding of relationships, dependencies, and requirements of hardware and software components
Desire to exceed customer expectations, desire to advance in one's career, strong commitment to program goals and deliverables. Excellent communication skills and strong work ethic. Experience with this client.
Because of the sensitive nature of the work being done for this government client, all candidates must hold a TS/SCI and Polygraph.
Discover more at gdit.com/careers
General Dynamics Information Technology 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.
At GDIT, our "People First" culture commits to every employee feeling valued and supported throughout their career. Our comprehensive Total Rewards package – including programs focused on financial, physical, emotional and social well-being – demonstrates this commitment.