Service Desk Technician with TS/SCI in Linthicum, Maryland

Company Name:
General Dynamics Information Technology
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 21,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled
The Enterprise Service Desk Program provides Mission Readiness support to over 40,000 global Customers. Our ESD Team includes more than 100 dedicated staff working 24x7 delivering phone, web, remote management, and server support to our Customers. We rely on each other, process documents, technical solutions, Instant Messaging, training, and professional growth to resolve Customer issues as quickly as possible.
The organization is a very fast-paced, dynamic environment. Superior customer service skills are required. This position requires ability to work independently as well as within groups. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative.
Functional Role:
The Service Desk Support Technician is responsible for providing Tier I and basic Tier II support to customers with hardware, software, and application problems. The candidate serves as the Information Technology customer service specialist that performs a range of activities that contribute to overall customer satisfaction to the user base. Attention to detail and good organization skills are critical. Accurate incident documentation and tracking are important parts of the position.
Service Desk Technician - Functional Description minimum requirements:
Complies with documented procedures for IT service restoration by adhering to ESD policies and procedures relative to problem analysis and resolution
Demonstrates excellent Customer Relationship skills through communications, tone, knowledge, and respect while engaging via phones, web tickets, and other communications media
Demonstrates good writing skills relative to etiquette, clarity, concise information gathering, feedback, and written documentation during troubleshooting activities and resolution
Demonstrates ability to independently understand, troubleshoot, and resolve many types of Service Requests
Demonstrates the ability to learn all facets of the ESD''s process oriented environment
Possesses an IAT Level 1 certification at start or within 30 days of start
A+, Network +, or Security + (CompTIA CE)
Demonstrates basic knowledge of the Microsoft Windows desktop operating systems and administrative tools
Demonstrates basic knowledge of Enterprise support hardware, software, network connectivity and applications
Provides accurate and detailed documentation of the IT problem, analysis and resolution actions performed during the IT restoration process
Accurately and completely capture Customer and Incident data within the service request tracking system
Follows direction from Shift Leads and Senior Agents
Offers continuous improvement suggestions to enhance performance of entire team
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
Requires a Security + ce.
1-3 years of directly related experience supporting help desk operations.
This position supports a 24/7 operation which at times will require work on weekends, evenings and holidays
Relocation: Yes
Security Clearance Level: Top-Secret
Security Clearance Basis: Sensitive Compartmented Information (SCI)
Security Clearance Polygraph: Counterintelligence (CI)
Job ID Number: 222490
Job Function: Information Technology
Potential for Deployment: No
Location: Linthicum, MD

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