Systems Operations Specialist/Help Desk (TS/SCI with Polygraph)

At GDIT, people are our differentiator. As a Systems Operations Specialist and help ensure the mission is never interrupted. At GDIT, we deliver clarity with supporting the customer, you will be trusted to solve complex IT issues while delivering outstanding customer service.

Ensure the safety and security of our nation as a Systems Operations Specialist and help ensure the mission is never interrupted. At GDIT, we deliver clarity with at GDIT. 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 BEING A SYSTEMS OPERATIONS SPECIALIST WILL MAKE AN IMPACT

• Customer is seeking a talented and motivated Systems Operations Specialist to provide Tier 1 application helpdesk support.
• As a secondary responsibility, this role will provide manual application testing when needed.
• A successful candidate will be tech savvy with a working knowledge of office automation products, web browsers, databases, and workflow applications.
• This technical resource will 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.
• Assist with manual testing requirements of new applications releases and document results in Jira.
• Follow-up with customers and update status information.
• Pass on any feedback or suggestions by customers to the appropriate team members.
• Identify and suggest possible improvements on procedures.
• Assist in creating/maintaining Frequently Asked Question information 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.
• Required Experience: 5+ years of help desk experience
• Required Technical Skills:
• Strong customer service skills
• Advanced user 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 in manually testing web applications
• Experience developing test plans, cases, and scenarios
• Experience with an Agile development methodology
• Knowledge of financial systems
• 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

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