Customer Support Liaison_TS/SCI with Polygraph

Clearance Level
Top Secret SCI + Polygraph
Category
Project/Task Management
Location
Aurora, Colorado

REQ#: RQ77365

Travel Required: 10-25%
Public Trust: None
Requisition Type: Regular

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.

View information about benefits and our total rewards program.

We are GDIT. The people supporting and securing

some of the most complex government, defense,

and intelligence projects across the country. We

ensure today is safe and tomorrow is smarter. Our

work has meaning and impact on the world around

us, but also on us, and that’s important.

GDIT is your place. You make it your own by

embracing autonomy, seizing opportunity, and

being trusted to deliver your best every day.

We think. We act. We deliver. There is no

challenge we can’t turn into opportunity. And our

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.

Requirements:

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.

GDIT CAREERS

Opportunity Owned

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.