Customer Service Support Specialist - TS/SCI with Polygraph
About The Position
GDIT is seeking a Customer Service Support Specialist to provide enterprise IT support at a customer site in Tysons, Virginia. The role supports mobile devices and laptops, documents and tracks requests using enterprise tools or ticketing systems, resolves technical issues in accordance with security policies, and communicates technical information to technical and non-technical audiences. The position requires an active TS/SCI clearance with polygraph and U.S. citizenship. The work schedule is Monday through Friday, 10 a.m. to 6 p.m., for 40 hours per week. The role is onsite, with less than 10% travel required. The likely salary range is $106,275 to $143,782; actual compensation may vary based on experience, geographic location, and contractual requirements. GDIT describes opportunities for professional growth, paid education and certifications, internal career mobility, and paid vacation and holidays.
Requirements
- At least 5 years of related experience.
- Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or an equivalent combination of education, technical certifications or training, and work experience.
- Demonstrated experience supporting mobile devices, including mobile phones, laptops, air cards, and tokens.
- Demonstrated experience using enterprise tools or ticketing systems to document and track requests and requirements.
- Demonstrated experience resolving issues in accordance with security policies and plans.
- Demonstrated experience imaging and re-imaging laptops and loading software onto laptops.
- Demonstrated experience interacting with service providers to resolve issues.
- Demonstrated ability to communicate complex technical concepts and information to technical and non-technical audiences.
- Demonstrated customer service and problem-solving skills.
- Must currently possess a TS/SCI clearance with polygraph.
- U.S. citizenship required.
Nice To Haves
- Experience working in a team environment and with all levels of management.
- Experience imaging and re-imaging laptops using the Sponsor’s laptop build.
- Experience creating Sponsor laptop accounts.
- Experience with the Sponsor’s standard operating procedure for managing the lifecycle of laptops issued to Sponsor customers.
- Experience with IT service delivery processes.
- Experience multitasking amid competing priorities and short suspense timelines.
- Experience with the Sponsor’s enterprise IT incident ticketing tool.
Responsibilities
- Provide support for mobile devices, including mobile phones, laptops, air cards, and tokens.
- Use enterprise tools or ticketing systems to document and track requests and requirements.
- Resolve issues and provide solutions while adhering to security policies and plans.
- Image and re-image laptops and load software onto laptops.
- Interact with service providers to resolve issues.
- Communicate complex technical concepts, requirements, and information to technical and non-technical audiences.
- Provide customer service and problem-solving support.
Benefits
- 401(k) with company match.
- Medical, dental, and vision plan options, including some medical plans with Health Savings Accounts.
- Paid education and certifications.
- Paid vacation and holidays.
- Flexible work weeks where possible.
- Paid time off plans that include vacation, sick and personal time, holidays, and paid parental, military, bereavement, and jury duty leave.
- Short- and long-term disability benefits, life insurance, accidental death and dismemberment coverage, personal accident coverage, critical illness coverage, and business travel and accident insurance.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
