Systems Operations Specialist/Help Desk - TS/SCI with Polygraph

Systems Operations Specialist/Help Desk - TS/SCI with Polygraph - General Dynamics Information Technology - Chantilly, VA

Transform technology into opportunity as a Systems Operations Specialist with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Systems Operations Specialist you will help ensure today is safe and tomorrow is smarter. You'll apply the latest technology and provide operational support to deliver actionable intelligence for the Intelligence Community. Here, your work will have meaning and impact as you deliver your best every day.

HOW A SYSTEMS OPERATIONS SPECIALIST WILL MAKE AN IMPACT

• Provide Tier 1 application help desk support.
• A successful candidate will be tech savvy with a working knowledge of office automation products, web browsers, databases, and workflow applications.
• Be an active member of an Agile development team, attending daily scrum meetings, participating in Agile ceremonies, and supporting a set of highly viable and mission enabling software applications.
• Become an advanced user of the Finance and Travel applications supported by the customer organization.
• Serve as the first point of contact for customers seeking technical assistance with the custom web applications.

• Capable of determining the best solution based on the issue and details provided in a user's written request.
• Collaborate closely with the development team and business subject matter experts to resolve user issues/requests.
• Direct unresolved issues to the next level of support personnel.
• Manage time wisely to adjust to a fluctuating volume of help requests.
• Provide accurate information for supported products or services.
• Record events, problems, status information, and resolutions in the help desk system.
• Potentially, surge to assist with manual testing requirements of new applications releases and document results in Jira.
• Follow-up with customers and update status information.
• Share feedback and suggestions from customers with the appropriate team members.
• Identify and suggest possible improvements on procedures.
• Assist in creating/maintaining system support documentation, such as 'Frequently Asked Questions' (FAQs) and user guides.

WHAT YOU'LL NEED TO SUCCEED:

• Education: Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Experience: 10+ years of help desk experience
• Required Technical Skills:
• Strong customer service skills
• Advanced experience with multiple web browsers
• End user technical support skills
• Documented experience performing remote troubleshooting through diagnostic techniques and pertinent questions
• Effective writing skills
• Effective time management skills
• Excellent communication, problem-solving, and analytical skills
• Security Clearance Level: Top Secret/SCI with Polygraph
• Preferred Skills:
• Experience with customer support systems, like Remedy or ServiceNow
• Experience with the customer's ESMT or ESP systems
• Experience with an Agile development methodology
• Experience with Jira and Confluence
• Knowledge of financial systems
• Experience in manually testing web applications
• Location: Chantilly, VA - On Customer Site

GDIT IS YOUR PLACE:

• 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
• Rest and recharge with paid vacation and holidays

#OpportunityOwned
#GDITCareers
#WeAreGDIT

Work Requirements

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Years of Experience
10 + years of related experience

* may vary based on technical training, certification(s), or degree

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Certification

Travel Required
Less than 10%

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Citizenship
U.S. Citizenship Required

Salary and Benefit Information
The likely salary range for this position is $134,597 - $161,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.
About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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.