POLY

General Dynamics Information Technology•Annapolis Junction, MD

22h•Onsite

About The Position

GDIT is looking for a Queue Coordinator who holds TS/SCI (poly preferred or must obtain) for a full time position, located in Annapolis Junction, MD. Program overview GDIT is the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Requirements

High School Diploma and 1+ yr related experience
TS/SCI active clearance (Poly preferred or must obtain)
Security+CE requirement
9.1 requirement (ITIL, A+, HDI-CSR, MS 365 cert) or must obtain within 120 days of starting position

Nice To Haves

Queue Management/Coordination experience is desired

Responsibilities

Provides support via the telephone and/or Internet to resolve routine issues and respond to customer inquiries
Takes and processes transactions by telephone, internet, and correspondence from customers and representatives.
Enters and maintains database records of customer profiles and prepares and maintains status reports.
Acts as liaison for customers.
Maintains knowledge of company products and customer service processes.
Performs proper vetting of customer requests, to ensure all required information is obtained.
Routes customer requests to correct department and assigns them to the appropriate technician in a timely manner.
Provides administrative support to technicians to ensure seamless service for the customer.

Benefits

401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
variety of medical plan options, some with Health Savings Accounts
dental plan options
a vision plan
a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
full flex work weeks where possible
a variety of paid time off plans, including vacation, sick and personal time, holidays, 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