Technical Support Specialist - TS/SCI with Polygraph

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

Systems Administration

Job Qualifications:

Skills:

Customer Service, Systems Documentation, Web Browser, Writing

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

At GDIT, people are our differentiator. As a Systems Operations Specialist and help ensure the mission is never interrupted. At GDIT, we deliver clarity with supporting the customer, you will be trusted to solve complex IT issues while delivering outstanding customer service.

Ensure the safety and security of our nation as a Systems Operations Specialist and help ensure the mission is never interrupted. At GDIT, we deliver clarity with at GDIT. You’ll apply the latest technology and provide operational support to deliver actionable intelligence for the Intelligence Community. Here, your work will have meaning and impact as you deliver your best every day.

We are seeking a talented and motivated Systems Operations Specialist to provide tier 1 application helpdesk support. A successful candidate will be tech savvy with a working knowledge of office automation products, web browsers, databases, and workflow applications. This technical resource will be an active member of an Agile development team, attending daily scrum meetings, participating in Agile ceremonies, and supporting a set of highly viable and mission enabling software applications.

• HOW BEING A SYSTEMS OPERATIONS SPECIALIST WILL MAKE AN IMPACT Become an advanced user of the Finance and Travel applications supported by the customer organization.
• Serve as the first point of contact for customers seeking technical assistance with the custom web applications.
• Capable of determining the best solution based on the issue and details provided in a user’s written request.
• Collaborate closely with the development team and business subject matter experts to resolve user issues/requests.
• Direct unresolved issues to the next level of support personnel.
• Manage time wisely to adjust to a fluctuating volume of help requests.
• Provide accurate information for supported products or services.
• Record events, problems, status information, and resolutions in the help desk system.
• Potentially, surge to assist with manual testing requirements of new applications releases and document results in Jira.
• Follow-up with customers and update status information.
• Share feedback and suggestions from customers with the appropriate team members.
• Identify and suggest possible improvements on procedures.
• Assist in creating/maintaining system support documentation, such as ‘Frequently Asked Questions’ (FAQs) and user guides.

REQUIRED SKILLS & QUALIFICATIONS:

• Strong customer service skills
• Advanced experience with multiple web browsers
• End user technical support skills
• Documented experience performing remote troubleshooting through diagnostic techniques and pertinent questions
• Effective writing skills
• Effective time management skills
• Excellent communication, problem-solving, and analytical skills

DESIRED SKILLS & QUALIFICATIONS:

• Experience with customer support systems, like Remedy or ServiceNow
• Experience with the customer’s ESMT or ESP systems
• Experience with an Agile development methodology
• Experience with Jira and Confluence
• Knowledge of financial systems
• Experience in manually testing web applications

WHAT YOU’LL NEED TO SUCCEED:

• Education: 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 Experience: 5+ years of help de