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 Corner, Virginia. The role supports mobile devices and laptops, resolves customer issues while following security policies and plans, and documents and tracks requests using enterprise tools or ticketing systems. The specialist also images and re-images laptops, loads software, works with service providers to resolve issues, and communicates technical information to technical and non-technical audiences. The work schedule is Monday through Friday, 10 a.m. to 6 p.m., with 40 scheduled hours per week and less than 10% travel. The position is onsite and requires U.S. citizenship and an active TS/SCI clearance with polygraph.
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, or work experience.
- Demonstrated experience providing mobile device support, 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 and providing solutions while following 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.
- Strong customer service and problem-solving skills.
- U.S. citizenship.
- Must currently possess a TS/SCI clearance with polygraph.
Nice To Haves
- Experience working in a team environment and with all levels of management.
- Experience imaging and re-imaging with the Sponsor’s laptop build.
- Experience creating Sponsor laptop accounts.
- Experience with the Sponsor’s SOP for managing the lifecycle of laptops issued to Sponsor’s 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 mobile-device support for 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 plans with Health Savings Accounts.
- Paid vacation and holidays; additional paid time off plans include sick and personal time.
- Paid parental leave.
- Paid education and certifications.
- Professional growth opportunities and internal mobility support.
- Short- and long-term disability benefits.
- Life insurance and other insurance offerings, including accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
- Full flex work weeks where possible.
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
