Onsite TS/SCI IT Helpdesk Specialist

General Dynamics Information Technology; Omaha (NE); On-site; USD 39,000 - 52,000; Full time

Job summary

General Dynamics Information Technology is seeking a Client Services Support Specialist to provide first-line IT support for SCITLS missions at Offutt AFB. You will handle end-user issues via phone, email, chat, and ITSM, diagnose problems, and escalate when needed to ensure quick resolution.

The role requires a TS/SCI eligible clearance, US citizenship, and an ability to work on-site in Nebraska. You will document incidents, maintain professional customer service, and support a range of IT

Qualifications

• Associate degree or equivalent experience in lieu of degree.
• 1+ years of related experience.
• Active CompTIA Security+ or higher certification is required.
• Experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy).
• Experience using Active Directory/Active Roles.

Responsibilities

• Assist end-users with technical issues via multiple support channels including phone, email, and ITSM.
• Apply troubleshooting and diagnostic techniques beyond Tier 1 to identify problems and escalate per SOPs.
• Thoroughly document requests and incidents according to processes.
• Document detailed work notes regarding customer interactions.
• Provide case status updates to management and users per SLAs.
• Maintain courteous customer service at all times.
• Communicate with customers across technical and non-technical skill levels.

Skills

Technical Helpdesk

Technical Issues

Troubleshooting

Education

Associate degree or equivalent experience

Tools

Active Directory

ITSM tools

Job description

General Dynamics Information Technology is seeking a Client Services Support Specialist to provide first-line IT support for SCITLS missions at Offutt AFB. You will handle end-user issues via phone, email, chat, and ITSM, diagnose problems, and escalate when needed to ensure quick resolution.

The role requires a TS/SCI eligible clearance, US citizenship, and an ability to work on-site in Nebraska. You will document incidents, maintain professional customer service, and support a range of IT