SCITLS Client Services Support Specialist

General Dynamics Information Technology; Nebraska; On-site; USD 39,000 - 52,000; Full time

Benefits offered by this job

401K with company match

Health and wellness packages

Internal mobility team

Education and certifications

Job summary

General Dynamics Information Technology, Inc. is seeking a Client Services Support Specialist to serve as the first point of contact for IT problem resolutions.

You will research technical issues, provide information and solutions, and escalate when needed to ensure customer satisfaction. The role includes 24/7 IT services for NC3 environments and requires on-site work at Offutt AFB with a focus on high security and rapid incident response.

Qualifications

• High School diploma or equivalent.
• 7+ years of related experience (education may be substituted).
• Active TS/SCI-eligible government clearance.
• Active CompTIA Security+ or higher certification.
• Proficient with hardware, software, networks and common IT applications.
• Experience with ITSM tools (ServiceNow, Remedy).
• Experience using Active Directory/Active Roles Server.
• Ability to obtain ITIL 4 Foundation within 9 months.
• Willingness to work full-time shifts.
• US Citizenship.

Responsibilities

• Assist end-users with technical issues via phone, email, chat, and ITSM.
• Apply troubleshooting, issue isolation and diagnostic techniques beyond Tier 1 to identify problems, investigate causes and suggest solutions.
• Document requests and incidents according to processes and SOPs.
• Maintain detailed work notes on customer interactions.
• Provide case status updates to management and end-users per SLAs.
• Maintain courteous customer service at all times.
• Communicate with customers at varying technical levels.

Skills

Technical Helpdesk

Technical Issues

Troubleshooting

Tools

ServiceNow

Remedy

Active Directory

Active Roles

Job description

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:

None

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

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.

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.

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