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Clearance Level Must Currently Possess:Top Secret w/SCI eligibilityClearance Level Must Be Able to Obtain:Top Secret SCISuitability:PolygraphJob Family:Help DeskJob Description:General Dynamics Information Technology is hiring Help Desk Technical Specialists with Top Secret/SCI clearances to support mission critical assignments that keep our nation safe and secure.If you have a Top Secret/ SCI and want to continue to learn and be part of something bigger, join GDIT in our state of the art, Innovation Technology Center (ITC) today! Your new career opportunity is waiting for you!Relocation Assistance is available!Essential Job Functions:
Answers help desk inquires for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.
Resolves and/or refers highly complex technical problems as appropriate.
Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
Efficiently escalates incidents when required
Documents incident status and solutions in incident database tools
Possesses current working knowledge of computers, printers, laptops and common windows applications
Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
Basic Qualifications
Must have TOP SECRET (TS/SCI) with the ability to obtain a favorable polygraph
AA or equivalent + 6 yrs related experience or customer service experience
Two or more years of technical training or customer support
Security+ or willingness to pass Security+ test as a condition of and prior to employment.
Ability and willingness to work shift work as needed and a minimum of one overtime shift 1 weekend day each month
Desired Only:
Experience working with company products and operating systems
Experience with solving computer-related problems
DoD 8570 compliance or information assurance certification commensurate with technical objectives
# of Openings:0Scheduled Weekly Hours:40T elecommuting Options:Telecommuting Not AllowedWork Location:USA LA Bossier City - 6300 E Texas St (LAS002)Additional Work Locations:For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.Join our 35,000 everyday heroes.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.
Vacancy expired!