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Service Desk Specialist Swing Shift with TS/SCI

Company: General Dynamics Information Technology
Location: Colorado Springs
Posted on: November 21, 2020

Job Description:

REQ RQ66583 Travel Required Less than 10 Public Trust None Requisition Type Regular GDITis looking for a Service Desk Specialist to work Swing Shift who holds TSSCI (poly preferred) for a full time position, located in Colorado Springs, CO. Program overview GDITwill provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support.GDIT will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level. Position description Resolves technical problems and answers queries by telephone or self-service ticket in support of internal andor outside customer computer hardware, software, network, systemapplication 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. This position does require employees to work one weekend day a month. Essential job functions bull Provides first contact and incident resolution to customers with HW, SW and application problems includes both customer telephone support as well as electronically submitted requests bull Provides polite and customer friendly service support for problem resolution bull Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required bull Documents incident status and solutions in incident database tools bull Possesses current working knowledge of computers, printers, laptops and common windows applications bull Works through various types Tier II issues with telephone assist bull Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability Qualifications bull HS degree or equivalent 1 year(s) related experience bull Active TSSCI clearance required (polygraph preferred or must be able to obtain) bull Technical certification to meet 8570 IAT II compliance required. We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. GDIT is an Equal OpportunityAffirmative 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.

Keywords: General Dynamics Information Technology, Colorado Springs , Service Desk Specialist Swing Shift with TS/SCI, Other , Colorado Springs, Colorado

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