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Technical Support Specialist III
2 months ago
Type of Requisition:
RegularClearance Level Must Currently Possess:
NoneClearance Level Must Be Able to Obtain:
SecretSuitability:
Public Trust/Other Required:
NoneJob Family:
Help DeskJob Qualifications:
Skills:
Call Center, Critical Thinking, Customer Service, Information Technology (IT) Services, Standard Operating Procedure (SOP)Certifications:
Experience:
3 + years of related experienceUS Citizenship Required:
YesJob Overview:
Are you passionate about technology and its role in national security? Do you excel in structured environments while engaging with advanced technological solutions? If so, General Dynamics Information Technology presents a compelling opportunity for you.
Position Summary:
As a vital member of our dynamic team, you will be the primary contact for IT issue resolution within the Department of the Navy Enterprise Service Desk (NESD). Your role will involve assisting clients by investigating technical challenges, providing solutions, and ensuring customer satisfaction through effective communication.
Key Responsibilities:
Your daily activities as a Help Desk Technician III will include:
- Providing technical assistance and support to end-users regarding specialized Navy software systems through various communication channels.
- Utilizing troubleshooting techniques to identify and resolve technical issues, while documenting incidents in accordance with established procedures.
- Maintaining comprehensive records of requests and interactions with customers.
- Delivering timely updates on case statuses to both management and users.
- Ensuring a high standard of customer service throughout all interactions.
- Engaging with customers of varying technical proficiency levels.
Knowledge, Skills, Abilities & Experience:
General Experience:
- Intermediate technical expertise with software applications.
- Experience in providing remote support.
- Proven skills in root-cause analysis.
Specialized Experience:
- Preferred experience in troubleshooting military software systems.
Qualifications:
You MUST possess:
- A high school diploma or equivalent; AND
- 3 or more years of relevant experience.
- Demonstrated experience in supporting classified legacy NESD Help Desk.
- An active SECRET government clearance.
- The ability and willingness to obtain an ITIL or HDI certification within 90 days of hire.
- Willingness to work various shifts in a structured, 24/7 help desk environment.
Preferred Qualifications:
- 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.
Compensation:
The expected hourly rate for this position is approximately $31.05, subject to adjustment based on experience and location.
Work Schedule:
40 hours per weekTravel Requirements:
NoneTelecommuting Options:
OnsiteAdditional Information:
General Dynamics Information Technology is a global leader in technology and professional services, dedicated to delivering innovative solutions to government and defense sectors. Our commitment to employee well-being is reflected in our comprehensive benefits package, which includes medical, dental, vision, and retirement plans, along with generous paid time off policies.
