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Req ID: RQ182193Type of Requisition: RegularClearance Level Must Be Able to Obtain: Top Secret/SCIPublic Trust/Other Required: NoneJob Family: Systems AdministrationSkills:Computer Systems,Documentations,End User Support,Incident Management,Problem ResolutionCertifications:Comptia Secuity Plus - security plus, CompTIA - Security+ - CompTIAExperience:1 + years of related experienceUS Citizenship Required:YesJob Description:JOB DESCRIPTIONResponsibilitiesThe IT Service Center Technician is the first responder for Systems and Services delivered and supported by the Technology Integration and Support Center (TISC) team.They are the face of what we deliver, engaging with the customer on a daily basis and ensuring a positive experience. This is an opportunity to work alongside the Administrators and Engineers to foster professional growth and development, working above the normal Tier I support with potential to grow into other functional areas.Functional duties include:
Receiving and processing all service requests, incidents, and issues as the TISC focal point for users around the globe
Assisting in the development of call scripts and call trend analysis to refine and build efficient processes.
Inputting, monitoring and tracking information in approved government incident management systems and other ticketing solutions.
Advises Senior System Administrators and Engineers in a Dev/Ops environment on Service Improvement opportunities to reduce call center volume, ultimately increasing customer satisfaction.
Participates in training events and incident response exercises.
Knowledge, Skills and AbilitiesEssential Qualifications:
Applicants must have customer service skills which include the ability to meet goals in a timely manner, while being action-oriented, taking ownership, and managing their time wisely
Strong familiarization with Service Now ITSM tool suite
They must be able to effectively work both independently and in a team environment.
Good communication skills with internal team members as well as customers required
Ability to multi-task, follow priorities and re-vector based on prescribed decision matrices and leadership guidance required
Ability to create and maintain sustainment documentation and update systems lifecycle documentation required
An impeccable work ethic with a desire to learn and progress within our company
A strong desire to support Special Operations Forces missions
Highly Desired Qualifications:
Exposure to supported TISC Systems is highly desired w/emphasis on Special Tactics Android Tactical Assault Kits and other related mission systems
ITIL v3 Foundation certification a plus
Scripting experience to automate repetitive tasks a plus
Certification Requirements
DoD 8570 IAT-2 or higher compliant required to start (Sec+ CE or higher)
QUALIFICATIONS
Technical Training, Certification(s) or Degree, 1+ years of experience with related IT systems e
Must have a Secret Clearance to begin work and the ability to obtain a Top Secret-SCI clearance
The work is performed in an office environment
The likely salary range for this position is $60,549 - $71,875. 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.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.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.GDIT is an Equal Opportunity/Affirmative 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.
Vacancy caducado!