Technical Support Specialist III
1 week ago
Type of Requisition:
Regular
Clearance Level Must Currently Possess:
Secret
Clearance Level Must Be Able to Obtain:
None
Suitability:
Public Trust/Other Required:
None
Job Family:
Help Desk
Job Qualifications:
Skills:
Call Center Operations, Analytical Thinking, Client Support, IT Services, Standard Operating Procedures (SOP)
Experience:
3+ years of relevant experience
US Citizenship Required:
Yes
Job Overview:
Are you adept with technology? Do you aspire to contribute to the safety and security of our nation?
If you excel in a structured environment and are eager to work with advanced technologies,
General Dynamics Information Technology has a promising opportunity for you.
Position Summary:
In this role, you will be the initial point of contact for IT issue resolutions for the Department of the Navy Enterprise Service Desk (NESD). You will assist clients by investigating technical problems, providing solutions, and offering alternative options.
Key Responsibilities:
A typical day as a Help Desk Technician III involves:
- Assisting users with technical inquiries related to specialized Navy software systems through various support channels including phone, email, and chat.
- Employing troubleshooting techniques to identify issues, investigate causes, and recommend solutions or escalate tickets as per established SOPs.
- Documenting requests and incidents in accordance with business processes and standard operating procedures.
- Keeping detailed records of customer interactions.
- Providing updates on case status to management and users in line with service level agreements.
- Maintaining a high standard of customer service at all times.
- Communicating effectively with customers of varying technical expertise.
Knowledge, Skills, and Abilities:
General Experience:
- Intermediate technical experience with software.
- Experience in providing support through remote tools.
- Proven root-cause analysis capabilities.
Specialized Experience:
- Experience in analyzing and troubleshooting military software systems is preferred.
Qualifications:
MUST:
- High school diploma or equivalent; AND
- 3 or more years of relevant experience.
- Active SECRET government clearance.
- Louisiana residency.
- Willingness to obtain an ITIL or HDI certification within 90 days of hire.
- Ability to work in a structured, 24/7 help desk environment.
PREFER:
- Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense – Ashore/Afloat.
- Demonstrated experience supporting classified legacy NESD Help Desk.
Why Choose GDIT:
- 401K with company match.
- Comprehensive health and wellness packages.
- Internal mobility team dedicated to career development.
- Paid vacation and holidays for rest and recharge.
Compensation:
The expected hourly rate for this position is approximately $36.70, which may vary based on experience and location.
Scheduled Weekly Hours:
40
Travel Required:
None
Telecommuting Options:
Onsite
Additional Information:
Total Rewards at GDIT:
Our benefits package includes various medical plan options, dental and vision plans, and a 401(k) plan with company matching. We promote work/life balance through flexible work weeks and various paid time off plans.
About GDIT:
We are a global technology and professional services company delivering consulting, technology, and mission services to major U.S. government agencies. Our experts leverage technology to create value and deliver innovative solutions, striving to create a safer, smarter world.
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