Computer Operator III
About The Position
General Dynamics Information Technology (GDIT) is hiring a Computer Operator III to serve as a first point of contact for IT problem resolution for the Department of the Naval Enterprise Service Desk (NESD). The role supports customers by researching technical issues, identifying answers, providing information and alternative solutions, diagnosing application issues, and resolving or escalating incidents in a timely manner. Support is delivered through phone, email, chat, web forms, enterprise ITSM, and other available communication methods. The position is hybrid and operates in a structured, 24 x 7 help desk environment. The employee must be willing and able to obtain and maintain a Secret government clearance and obtain an ITIL or HDI certification within 90 days of hire. The position does not provide work visa sponsorship.
Requirements
- High school diploma or equivalent.
- At least 2 years of related experience.
- Intermediate-level technical experience with software.
- Experience providing support through remote tools.
- Demonstrated root-cause analysis skills.
- Willingness and ability to obtain and maintain a Secret government clearance.
- Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire.
- Ability and willingness to work and adhere to any full-time shift in a structured, 24 x 7 help desk environment.
Nice To Haves
- Experience analyzing and troubleshooting military software systems.
- Experience with Navy applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), NMCI/Nautilus Networks and devices, SPIDER, or Computer Network Defense – Ashore/Afloat.
Responsibilities
- Assist and support end users with technical issues and questions related to specialized Navy software systems and applications through phone, email, chat sessions, web forms, and other available communication methods.
- Use basic troubleshooting, issue-isolation, and diagnostic techniques to identify problems, investigate causes, and recommend solutions or escalate tickets according to SOPs, work instructions, and knowledge articles.
- Document requests and incidents thoroughly according to business processes and standard operating procedures.
- Record detailed and specific work notes about customer interactions.
- Provide case-status updates to management and end users according to service-level guidelines.
- Maintain courteous customer service at all times.
- Communicate with customers with varying levels of technical and non-technical knowledge.
Benefits
- Medical plan options, including options with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- 401(k) plan with pre-tax and post-tax contribution options and a company match.
- Full flex work weeks where possible.
- Paid time off plans, including vacation, sick and personal time.
- Paid holidays.
- Paid parental leave.
- Military leave.
- Bereavement leave.
- Jury duty leave.
- Short- and long-term disability benefits.
- Life insurance.
- Accidental death and dismemberment coverage.
- Personal accident insurance.
- Critical illness insurance.
- Business travel and accident insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
