SCITLS Computer Support Technician
About The Position
GDIT is seeking a Computer Support Technician to provide help desk and end-user technical support for the SCITLS mission at USSTRATCOM. SCITLS provides 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments. The technician serves as a first point of contact for customers, researches technical issues, diagnoses and resolves application problems, offers solutions, and escalates incidents when needed. Support is delivered by phone, email, chat, enterprise ITSM, and walk-in requests. This position is 100% onsite at Offutt AFB in Sarpy County, Nebraska, and supports an operation running 24 hours a day, seven days a week. The role requires courteous, clear communication with customers of varied technical backgrounds, accurate documentation of requests and incident interactions, and timely status updates to customers and management. The employee must follow applicable standard operating procedures, work instructions, knowledge articles, and service-level guidelines. An active Secret or higher clearance and U.S. citizenship are required.
Requirements
- Associate of Arts or Associate of Science degree, or equivalent experience in lieu of a degree.
- At least 1 year of related experience is specified in the job requirements; the qualifications section also lists 3+ years of related experience.
- Intermediate proficiency with technical tools and a strong understanding of hardware, software, networks, and common IT applications.
- Demonstrated experience using ITSM tools and ticketing systems, such as ServiceNow or Remedy, to manage user support requests.
- Ability to obtain ITIL 5 Foundation certification within the first 9 months of employment.
- Ability to obtain CompTIA A+, CND, or Security+ certification within the first 90 days of employment.
- Ability and willingness to work and adhere to any full-time shift.
- Must possess and maintain an active Secret or higher security clearance.
- U.S. citizenship required.
Nice To Haves
- Currently obtained ITIL 4 or 5 Foundation certification.
- Currently obtained CompTIA A+, CND, or Security+ certification.
Responsibilities
- Assist and support end users with technical issues and questions through phone, email, ITSM, and walk-in requests.
- Apply basic troubleshooting, issue isolation, and diagnostic techniques to identify technical problems, investigate causes, and recommend solutions.
- Escalate tickets when necessary in accordance with standard operating procedures, work instructions, and knowledge articles.
- Document requests and incidents according to business processes and standard operating procedures.
- Record detailed work notes about customer interactions.
- Provide case status updates to management and end users in accordance with service-level guidelines.
- Maintain courteous customer service and communicate with customers across varied technical and non-technical skill levels.
- Diagnose and resolve application issues and provide timely incident resolutions or escalation as appropriate.
Benefits
- Comprehensive benefits and wellness packages.
- 401(k) plan with company match.
- Competitive pay and paid time off.
- Medical plan options, some with Health Savings Accounts.
- Dental plan options and vision plan.
- Full-flex work weeks where possible.
- Paid time off plans including vacation, sick and personal time, holidays, and paid parental, military, bereavement, and jury duty leave.
- 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.
- AI-powered career tool and internal mobility support for career growth.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
