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Service Desk Operations Specialist
2 months ago
Job Summary:
The Service Desk Operations Specialist is a critical role within General Dynamics Information Technology, responsible for providing exceptional customer service and technical support to our clients. As a key member of our team, you will be the primary point of contact for service users and customers, handling requests for service, troubleshooting issues, and providing solutions.
Key Responsibilities:
- Customer Service: Provide timely and effective support to service users and customers, responding to requests for service, and resolving issues in a professional and courteous manner.
- Troubleshooting and Problem-Solving: Identify and diagnose technical issues, and provide solutions or escalate complex problems to senior technicians.
- Incident Management: Log and track incidents, maintaining accurate records and providing regular updates to customers.
- Communication: Communicate effectively with customers, colleagues, and management, providing clear and concise information on service requests, issues, and resolutions.
- Process Improvement: Contribute to the development and implementation of process improvements, ensuring efficient and effective service delivery.
Requirements:
- Education: Bachelor's degree in Information Technology or a related field.
- Experience: 2+ years of experience in a service desk or IT support role.
- Certifications: DoD certification required, such as Security+ or higher.
- Security Clearance: Must have fully adjudicated Top Secret-SCI security clearance.
Work Environment:
This role is based in the USA, with occasional travel required. The successful candidate will be part of a dynamic team, working in a fast-paced environment to deliver exceptional service to our clients.
