Support Assistant

General Dynamics Information Technology, Inc.; Washington (District of Columbia); Remote; USD 41,000 - 52,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking a Support Assistant to provide help desk support for government information systems, including Tableau and Salesforce.

You will identify, triage, and resolve or escalate issues to ensure mission-critical operations run smoothly. The role requires a BA/BS in computer science or related field with 2+ years in customer support, plus strong communication and problem-solving skills.

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 at all levels.
• Strong analytical and problem-solving skills.
• Familiarity with Tableau and its functions.

Responsibilities

• Provide responsive, consistent, and reliable support to a customer base that provides mission critical support.
• Provide Tier 1 support for customer support requests and escalate 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.

Skills

Customer Support

Microsoft Office

SOP

Troubleshooting

Independent Work

Education

BA/BS in Computer Science or related field

Tools

Tableau

Salesforce

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: BI Full 6C (T4) Job Family: SCA Job Qualifications: Skills: Customer Support, Microsoft Office, Standard Operating Procedure (SOP), Troubleshooting, Working Independently Certifications: None Experience: 2 + years of related experience US Citizenship Required: No

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 elevate 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 escalates 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

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

The likely hourly rate for this position is between $29.52 - $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: Remote Work Location: USA DC Washington Additional Work Locations: Any Location / Remote

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.
• GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year.
• Paid leave and paid holidays are prorated based on the employee’s date of hire.
• The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
• 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.

Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that levers 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.

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