Customer Service Specialist - TS/SCI w/Poly

General Dynamics Information Technology (GDIT); Annapolis (MD); On-site; USD 46,000 - 62,000; Full time

Benefits offered by this job

401K with company match

Comprehensive health and wellness

Internal mobility team

Paid education and certifications

Cutting-edge technology training

Job summary

General Dynamics Information Technology (GDIT) seeks a Customer Service Analyst Associate to support our client via phone, chat, and email. You will validate requests, route tickets, and ensure tasks align with established standards. This on-site role in Annapolis, MD requires US citizenship and a TS/SCI w/ Poly clearance.

Join a team focused on delivering reliable customer service, escalating issues when necessary, and maintaining SLA-driven performance in a dynamic environment.

Qualifications

• Education: High School Diploma/GED.
• Experience: 1+ years of related experience.
• Citizenship: US Citizen required.
• Security: TS/SCI with Polygraph clearance required.
• Skills: strong communication and problem solving.

Responsibilities

• Provide support via telephone, chat, and email to customers and technicians.
• Validate work requests for completeness and adherence to standards.
• Prioritize and assign daily work based on SLA and priority.
• Escalate issues to higher level management when needed.

Skills

Computer Literacy

Customer Relationships

Customer Service

Learning Quickly

Reliable

Education

High School Diploma/GED

Job description

Type of Requisition

Regular

Clearance Level Must Currently Possess

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain

Top Secret SCI + Polygraph

Public Trust/Other Required

None

Job Family

Contact Center

Job Qualifications

• Skills: Computer Literacy, Customer Relationships, Customer Service, Learning Quickly, Reliable
• Certifications: None
• Experience: 1 + years of related experience
• US Citizenship Required: Yes

Job Description

Customer Service Analyst Associate

Seize your opportunity to make a personal impact as a Customer Service Analyst Associate supporting our client. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Customer Service Analyst Associate, you will help ensure today is safe and tomorrow is smarter. Our work depends on Customer Service Analyst Associate joining our team to provide support via the telephone, chat, and/or email to our customers and/or technicians to ensure tickets are tasked and routed to the correct queues.

Validates work request for completeness, accuracy, compliance to established standards. Verifies appropriate work authorization has been obtained by the client and company. Gathers and enters information into databases in accordance with established procedures

HOW A CUSTOMER SERVICE ANALYST ASSOCIATE WILL MAKE AN IMPACT

• Provides support via the telephone, chat, and/or email to our customers and/or technicians to ensure tickets are tasked and routed to the correct queues.
• Validates work request for completeness, accuracy, compliance to established standards.
• Prioritize and assign daily work/tasks based on remaining SLA times, priority tasking, and first-in, first-out.
• Escalate problems or tickets to higher level management when required and/or necessary.

WHAT YOU’LL NEED TO SUCCEED

• Education: High School Diploma/GED
• Required Experience: 1+ years of related experience
• Security Clearance Level: TS/SCI w/Poly
• Required Skills and Abilities: communication and problem solving
• Location: On Site
• US Citizenship Required
• Shift: Sun-Thur 2pm-10pm

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

#GlobalServices

The likely hourly rate for this position is between $33.15 - $44.85. 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

Less than 10%

T elecommuting Options

Onsite

Work Location

USA MD Annapolis Junction

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 Identify 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.

About our Work

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.

Join our Talent Community to stay up to date on our career opportunities and events at
gdit.com/tc .

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans