Customer Service Support Specialist (TS/SCI with Polygraph)

GCI, embodies excellence, integrity and professionalism. The employees supporting our customers deliver unique, high-value mission solutions while effectively leverage the technological expertise of our valued workforce to meet critical mission requirements in the areas of Data Analytics and Software Development, Engineering, Targeting and Analysis, Operations, Training, and Cyber Operations. We maximize opportunities for success by building and maintaining trusted and reliable partnerships with our customers and industry.

At GCI, we solve the hard problems. As a Customer Service Support Specialist, a typical day will include the following duties:

JOB DESCRIPTION  

We are currently seeking a highly skilled and motivated individual to join our team as a Customer Service Support Specialist. In this role, you will be responsible for providing exceptional customer service and IT support to a valued customer in Dulles, VA. Your primary focus will be to deliver Tier 1 and Tier 2 support, including access administration, desktop support, problem resolution for IT systems and applications, as well as initiating IT hardware and software procurements.  

To excel in this position, the ideal candidate must possess a range of skills, certifications, and demonstrated experience. You should have extensive experience with various tools and technologies, including but not limited to the MS Office suite, Adobe products such as Captivate and Connect, and Skype. Additionally, you should be well-versed in standard operational Windows environments, encompassing desktop hardware, software, peripherals, and web technologies. Your experience with requirements management and account management, particularly in access management for systems and applications in a cloud environment, will be crucial for success in this role.  

Furthermore, your strong oral and written communication skills will enable you to effectively interact with customers and provide clear instructions and technical support. You should also be experienced in procurement mechanisms and processes for hardware and software orders, ensuring timely and accurate acquisitions. Finally, your ability to assess and validate requirements for stand-alone tablets, including operations and maintenance, and to keep system security plans up-to-date will be highly valued. 

If you are a proactive and detail-oriented individual with a passion for customer service and IT support, we encourage you to apply for the position of Customer Support Specialist. Join our dynamic team and contribute to delivering outstanding support. 

EDUCATION AND EXPERIENCE 

Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.   

REQUIRED QUALIFICATIONS  

• Demonstrated experience with MS Office suite.  
• Demonstrated experience with Adobe products to include Captivate, Connect, and Skype.   
• Demonstrated experience with standard operational Windows environment, including but not limited to, desktop hardware, software, peripherals, and web technologies.  
• Demonstrated experience with requirements management.   
• Demonstrated experience in account management including access management of systems and applications and for applications in a cloud environment.  
• Demonstrated experience with oral and written communication skills.  
• Demonstrated experience with assessing and validating requirements for stand-alone tablets to include operations & maintenance and to keep system security plans up-to-date.  
• Security Clearance Level: Top Secret/SCI with Polygraph 

DESIRED QUALIFICATIONS  

• Demonstrated experience assessing data quality and integrity. 
• Demonstrated experience creating and managing various types of databases. 
• Demonstrated experience developing custom database scripts, queries, and graphical interfaces. 
• Demonstrated experience designing and optimizing logical data architectures. 
• Demonstrated experience identifying, analyzing and implementing scalable solutions for optimizing database exploitation and processes. 
• Demonstrated experience programming with Python, SQL, and NiFi. 
• Demonstrated experience building and maintaining CI/CD pipelines with source control software such as Git or GitHub. 
• Demonstrated experience using issue management software such as Jira. 
• Demonstrated experience with cloudera, impala, and cloud resources such as AWS. 
• Demonstrated experience providing data visualizations. 
• Demonstrated experience actively participating in data modeling project teams. 
• Demonstrated experience trans