Computer Operator III

gdit; Bossier City (LA); Hybrid; USD 36,000 - 49,000; Full time

Job summary

General Dynamics Information Technology is seeking a technically skilled help desk professional to serve as the first contact for IT issue resolutions for the Navy Enterprise Service Desk. You will research issues, provide solutions, and ensure timely incident resolution via phone, email, chat, or ITSM tools.

The role requires handling end-user inquiries, performing basic troubleshooting, and escalating complex tickets per SOPs while maintaining high-quality customer service in a structured 24x7

Qualifications

• 1+ years of related experience.

Responsibilities

• Assisting and supporting end-users with technical issues and questions related to Navy software systems via multiple channels.
• Applying basic troubleshooting and diagnostic techniques to identify problems and escalate tickets as needed.
• Documenting requests and incidents according to business processes and SOPs.
• Providing detailed work notes on customer interactions.
• Updating case status to management and end-users within SLA guidelines.
• Maintaining courteous customer service at all times.

Skills

Computer Literacy

Customer Communications

Customer Communities

Technical Issues

Job description

Type of Requisition

Pipeline

Clearance Level Must Currently Possess

None

Clearance Level Must Be Able to Obtain

Secret

Public Trust/Other Required

None

Job Family

SCA

Job Qualifications

Skills

Computer Literacy, Customer Communications, Customer Communities, Technical Issues

Certifications

None

Experience

1 + years of related experience

US Citizenship Required

Yes

Job Description

Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure? Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so, General Dynamics Information Technology has an exciting opportunity for you. GDIT is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Naval Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

RESPONSIBILITIES

A day in the life of a Computer Operator III with GDIT includes:

• Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or elevate tickets in accordance with existing SOPs, work instructions & knowledge articles
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

General experience

• Intermediate level of technical experience with software
• Experience providing support via remote tools
• Demonstrated root-cause analysis skills

Specialized experience

• Experience in analyzing and troubleshooting military software systems preferred
• Work Visa Sponsorship will not be provided

WHAT WE ARE LOOKING FOR

You MUST have

• A high school diploma or equivalent; AND
• 2 or more years of related experience
• Must be willing and able to obtain and maintain a SECRET government clearance
• Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire
• Ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24 X 7 help desk environment

We PREFER you have

• Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), NMCI/Nautilus Networks and devices, SPIDER, or Computer Network Defense – Ashore/ Afloat

The likely hourly rate for this position is between $26.44 - $35.78. 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.

Scheduled Weekly Hours

40

Travel Required

None

Telecommuting Options

Hybrid

Work Location

USA LA Bossier City

Total Rewards at GDIT

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans