Technical Support Specialist - Ts/sci With Polygraph

Systems Operations Specialist

At GDIT, people are our differentiator. As a Systems Operations Specialist, 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 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.

• 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.

• 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

• 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

• 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 desk experience
• Security Clearance Level: Top Secret/SCI with Polygraph
• Location: Chantilly, VA on customer site
• Hours: Contract Core hours 9-3
• US Citizenship Required

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $119,870 - $162,178. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours: 40

Travel Required: Less than 10%

Telecommuting Options: Onsite

Work Location: USA VA Chantilly

Additional Work Locations:

Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans