General Dynamics Information Technology Service Desk Specialist - TS/SCI with Poly in Colorado Springs, Colorado

Clearance Level Must Currently Possess:

Top Secret w/SCI eligibility

Clearance Level Must Be Able to Obtain:

Top Secret SCI

Suitability:

Polygraph

Job Family:

Help Desk

Job Description:

GDIT is looking for a Service Desk Specialist for day shift who holds TS/SCI (poly preferred) for a full time position, located in Colorado Springs, CO.

Essential Job Functions:

Answers help desk inquires for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.

Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.

Resolves and/or refers highly complex technical problems as appropriate.

Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.

Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

Efficiently escalates incidents when required

Documents incident status and solutions in incident database tools

Possesses current working knowledge of computers, printers, laptops and common windows applications

Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application 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.

Basic Qualifications:

Must have TOP SECRET (TS/SCI) with the ability to obtain a favorable CI polygraph

AA or equivalent + 6 yrs related IT experience

Security+ or willingness to pass Security+ test as a condition of and prior to employment. (CSRA will assist in testing costs upon passing and becoming a CSRA employee.)

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA CO Colorado Springs - 8610 Explorer Dr (COC036)

Additional Work Locations:

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. 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.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.