Support Assistant

General Dynamics - IT; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

General Dynamics - IT is hiring a Support Assistant to provide help desk support to end users of government information systems, including Tableau and Salesforce. You will identify, triage, and resolve issues, performing Tier 1 support and escalating as needed.

The role requires a BA/BS in computer science or related field and 2+ years in technical customer support, with strong customer service and analytical skills. On-site DC location with potential shift hours.

Qualifications

• BA/BS in computer science or related field with 2+ years in technical customer support.
• Exceptional customer service and strong interpersonal skills.
• Experience with Tableau and ability to troubleshoot data issues.

Responsibilities

• Provide responsive, consistent, and reliable help desk support to a government information systems user base.
• Deliver Tier 1 support and escalate to development/ops teams when needed.
• Resolve access issues, process name changes, and update email information for system access.
• Troubleshoot end-user issues across designated platforms and triage to resolver groups as needed.
• Log all help desk requests into a ticketing system and track progress.
• Collaborate with cross-functional teams to identify and resolve issues.
• Plan and execute IT projects as directed by the IT manager.
• Assist new and existing users with access to systems and databases via email and the Service Console.

Skills

Customer service

Interpersonal communication

Analytical thinking

Education

BA/BS in computer science or related field

Tools

Tableau

Salesforce

Job description

GDIT is hiring a Support Assistant to provide help desk support to end users of government information systems, to include Tableau and Salesforce. The Support Assistant works to identify, triage, and resolve or evolve issues.

Position Duties:

• Provide responsive, consistent, and reliable support to a customer base that provides mission critical support.
• Provide Tier 1 support for customer support requests and roll up to development and operations teams when appropriate.
• Perform essential user management tasks such as resolving access issues, processing name changes, and updating email information to facilitate system access.
• Troubleshoot end user issues across designated platforms, triaging to identified resolver groups as needed.
• Log all support requests from help desk inquiries into a ticketing system.
• Work effectively with cross-functional teams to identify and resolve issues.
• Implement various projects, develop work plans, and ensure timely completion as directed by the IT manager.
• Assist new and existing users with acquiring access to systems and databases through email support and use of the Service Console.

Qualifications:

• Requires a BA/BS degree in computer science or related field along with 2+ years of customer support experience in a technical environment.
• Exceptional customer service skills are required.
• Strong interpersonal skills for communicating with internal and external personnel of all levels.
• Strong analytical and problem-solving skills.
• Familiarity with Tableau and its functions.
• Ability to multi-task and work independently with minimal supervision.
• Ability to keep sensitive information protected.
• Ability to take direction and remain detail oriented.

Additional Requirements:

• This position requires an existing T4 Public Trust or the ability to obtain one.
• This position may require shift hours including weekends and holidays. Shift schedules are based on customer need and are subject to change.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Flexibility: Full-flex work week to own your priorities at work and at home
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.