SCITLS Client Services Support Specialist

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret/SCI

Clearance Level Must Be Able to Obtain:

Top Secret/SCI

Public Trust/Other Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Technical Helpdesk, Technical Issues, Troubleshooting

Certifications:

None

Experience:

7 + years of related experience

US Citizenship Required:

Yes

Job Description:

Transform technology into opportunity as a Client Services Support Specialist with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments.

At GDIT, people are our differentiator. As a Client Services Support Specialist you will help ensure today is safe and tomorrow is smarter. GDIT is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

HOW A CLIENT SERVICES SUPPORT SPECIALIST WILL MAKE AN IMPACT:

• Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, and ITSM
• Applying troubleshooting, issue isolation & diagnostic techniques beyond Tier 1 scope to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

REQUIRED QUALIFICATIONS:

• High School diploma or equivalent; AND
• 7 or more years of related experience (education may be substituted for experience)
• Active TS/SCI-eligible government clearance
• Intermediate proficiency utilizing technical tools demonstrating a strong understanding of hardware, software, networks, and common IT applications
• Demonstrated experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy) managing user support requests
• Ability to obtain an ITIL 4 Foundation certification within the first 9 months of employment
• Ability to obtain a CompTIA A+, CND, or Security+ certification within 120 days of employment
• Ability & willingness to work and adhere to any full-time shift
• US Citizenship

PREFERRED QUALIFICATIONS:

• Currently obtained ITIL 4 Foundation certification
• Currently obtained CompTIA A+, CND, or Security+ certification

WORK ENVIRONMENT:

• 100% onsite
• Hours of operations: Monday - Friday, 7:00 AM CST - 5:00 PM CST (subject to change based on business needs)

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness p