Customer Services and Information Technology Officer, with Poly

  • General Dynamics - IT
  • McLean, VA, USA
  • Nov 09, 2020
[Information Technology]

Job Description

REQ#: RQ65733Travel Required: NoneRequisition Type: Regular
We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and thats important.
GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.
We think. We act. We deliver. There is no challenge that we cant turn into opportunity. And our work depends on a Quality Assurance Analyst joining our team to support Government activities at Tysons, VA.
At GDIT, people are our differentiator. As a Service Desk Agent supporting the customer, you will be trusted to provide critical IT solutions and excellent customer service. In this role, a typical day will include:
Working with a dedicated, highly skilled team of professionals
Resolving critical IT-related issues that negatively impact the mission
Lending expertise and institutional knowledge to less experienced team members to improve the overall excellence of the team
Providing desk side support for hardware focused IT issues
Collaborating with team members to identify process improvements
Monitoring service request system to ensure tickets are adhering to quality standards and identifying areas for improvement
Addressing issues documented in customer surveys conveying dissatisfaction of service
Ensuring compliance and customer satisfaction
Designing solutions to quality management issues
Assisting in the implementation of quality improvement processes
Identifying the quality of customer experience and the general performance of Tier 1 and Tier 2 IT teams
Education: Bachelors degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
Minimum of 3 years related experience
IT Help Desk and IT ticketing system experience
Strong customer service
Excellent written and verbal communication
Security Clearance Level: Top Secret/SCI with Polygraph
Preferred Qualifications: Incident Management, Escalation Management
Alignment to a mission-critical role that directly impacts the customers ability to effectively execute its mission
Direct engagement with contractor leadership that centers upon career development/mobility, enhanced performance evaluation, and corporate information sharing & networking opportunities
Placement on a dynamic team of talented professionals that organically fosters an environment of innovation, collaboration, and trust
Independently provides advance level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.
Troubleshoots system hardware and software specific issues that are moderate to high complexity in scope.
Trains end users on the proper use of hardware and software.
Performs advance software installations and upgrades to operating systems and layered software packages.
Monitors and tunes the system to achieve optimum performance levels.
Ensures workstation/server data integrity by implementing standard software and hardware solutions.
Independently ensures data/media recoverability by following a schedule of system backups and database archive operations.
Conducts advance hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.
Ensures that performance and security of computers meet the needs of network users.
Applies practical knowledge of job area typically obtained through advanced education and work experience. May provide guidance to less-experienced personnel.
Evaluates existing systems and assists with planning long-term strategies.
May coach and review the work of less-experienced professionals.
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Associated topics: help, help desk, information technology, information technology support, network, patient, support analyst, technical support, technician i, technology