Knowledge Management Rep. - TS/SCI w/ POLY

General Dynamics Information Technology, Inc.; Colorado Springs (CO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401K match

Health benefits

Mobility program

Education & certs

Cutting-edge tech

Job summary

General Dynamics Information Technology, Inc. is seeking a Knowledge Management Rep to create and maintain SOPs, user guides, and KAs for Network Enterprise. You will manage documents in the SharePoint KM repository and share updates across sites.

The role includes technical writing, customer support, and troubleshooting of computer systems and software. Travel to customer sites may be required, and the team may coach junior staff.

Qualifications

• BA/BS or equivalent experience required, 5+ years preferred.
• Two certifications are required: TS/SCI with polygraph eligibility; Security+ CE or equivalent 8570 cert; PWS 9.1 cert.

Responsibilities

• Create and maintain SOPs, user guides, and knowledge articles for Network Enterprise.
• Maintain documentation in the SharePoint KM repository and update site documents as needed.
• Provide technical support and troubleshooting for computer systems, software, and hardware; respond to queries in person, phone, email, IM, and voicemail.
• Troubleshoot and resolve issues; administer e-mail and Microsoft Office; provide remote support access to worldwide sites.
• May coach or lead a team and serve as a project lead when required.

Skills

Proficient writing

Oral communication

Education

BA/BS or equivalent experience

Tools

SharePoint

Microsoft Office

Remote access tools

Job description

Knowledge Management Rep

GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

JOB PROFILE SUMMARY

Create and Maintain Standard Operating Procedures (SOPs), User Guides and Knowledge Articles (KAs) as they pertain to Network Enterprise. Technical writing and enterprise experience to maintain SOPs, User Guides and KAs within Network Enterprise. Maintain documentation within the SharePoint Knowledge Management repository. Site Documents updated and shared on the SharePoint site when appropriate.

Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help.

GDIT JOB DESCRIPTION

Technical writing and enterprise experience to maintain SOPs, User Guides and KAs within Network Enterprise.

Maintain documentation within the SharePoint KM repository. Site Documents updated and shared on the SharePoint site when appropriate.

Knowledgeable on the services within Network Enterprise and for all classification of networks.

Working knowledge of Enterprise Applications and all CCC services and related products of responsibility.

Capable of troubleshooting existing applications and devices within Network Enterprise.

• Maintains computer hardware and software both in person and using remote access tools


• Provides end-user software and hardware troubleshooting


• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions


• Administers e-mail, Microsoft office, etc.


• Provides remote support access through desktop mirroring and other remote access applications for worldwide sites


• Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructure


• Maintains current knowledge of relevant technology as assigned


• May coach and provide guidance to less-experienced professionals


• May serve as a team or task lead

WHAT YOU’LL NEED TO SUCCEED

• Education: BA/BS (or equivalent experience), 5+ years of experience


• Two certifications are required for the program: Clearance: TS/SCI must be able to obtain and maintain a polygraph; 1. Security+ CE or another 8570 Cert; 2. PWS 9.1 cert


• Preferred Skills: Proficient writing and oral skills.


• Location: Customer Site, Applicants may be required to travel to the sites where other KM team members sit.

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

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