TS/SCI IT Helpdesk Specialist – Onsite Client Support

General Dynamics Information Technology, Inc.; 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

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.