SCITLS Client Services Support Specialist

GD Information Technology, Inc.; Bellevue Second IV Precinct (NE); Presencial; USD 39.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401K with company match

Health and wellness benefits

Paid education and certifications

Paid time off (vacation, holidays)

Descripción de la vacante

General Dynamics Information Technology, Inc. is seeking a Client Services Support Specialist for an onsite role at Offutt AFB in Nebraska. You will be the first line of IT assistance, diagnosing and resolving issues, documenting actions, and escalating when needed to ensure swift problem resolution.

A strong background in helpdesk support and ITSM tools is essential. Required qualifications include 7+ years of related experience, active TS/SCI eligibility, and a Security+ or higher

Formación

• High School diploma or equivalent; AND 7+ years of related experience (education may be substituted for experience)
• Active TS/SCI-eligible government clearance
• Active CompTIA Security+ or higher certification
• Intermediate proficiency with hardware, software, networks and common IT apps
• Experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy)
• Experience using Active Directory/Active Roles Server
• Ability to obtain ITIL 4 Foundation within 9 months
• Ability & willingness to work a full-time shift
• US Citizenship

Responsabilidades

• Serve as the first point of contact for IT problem resolutions via multiple channels
• Research technical issues, explore answers and provide solutions or escalate
• Diagnose and resolve application issues with timely incident resolution
• Document requests and incidents per business processes and SOPs
• Provide detailed work notes and case status updates per SLAs
• Maintain courteous customer service at all times
• Communicate with customers across technical skill levels

Conocimientos

Technical Helpdesk

Technical Issues

Troubleshooting

Herramientas

ServiceNow

Remedy

Active Directory

Descripción del empleo

Requisition Details

Type of Requisition: Regular Clearance Level Must Currently Possess: Top Secret/SCI Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Technical Helpdesk, Technical Issues, Troubleshooting Certifications: CompTIA Security+ CE | CompTIA - CompTIA, ITIL 4 Foundation | PeopleCert - PeopleCert Experience: 7 + years of related experience US Citizenship Required: Yes

Job Description

Transform technology into opportunity as a Client Services Support Specialist with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate. USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments. At GDIT, people are our differentiator. As a Client Services Support Specialist you will help ensure today is safe and tomorrow is smarter. GDIT is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions 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.

How a Client Services Support Specialist Will Make an Impact

• Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, and ITSM
• Applying troubleshooting, issue isolation & diagnostic techniques beyond Tier 1 scope 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

Required Qualifications

• High School diploma or equivalent; AND 7 or more years of related experience (education may be substituted for experience)
• Active TS/SCI-eligible government clearance
• Active CompTia Security+ or higher certification
• Intermediate proficiency utilizing technical tools demonstrating a strong understanding of hardware, software, networks, and common IT applications
• Demonstrated experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy) managing user support requests
• Demonstrated experience using active directory/active role server
• Ability to obtain an ITIL 4 Foundation certification within the first 9 months of employment
• Ability & willingness to work and adhere to any full-time shift
• US Citizenship

Preferred Qualifications

• Currently obtained ITIL 4 Foundation certification

Work Environment

100% onsite Hours of operations: Monday - Friday, 7:00 AM CST - 5:00 PM CST (subject to change based on business needs)

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 Rest and recharge with paid vacation and holidays #SCITLS

Compensation

The likely hourly rate for this position is between $28.05 - $37.95. 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.

Scheduling & Travel

Scheduled Weekly Hours: 40 Travel Required: Less than 10% Telecommuting Options: Onsite Work Location: USA NE Offutt AFB Additional Work Locations:

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.

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.

Equal Opportunity Employer

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.