Service Desk Specialist with TS/SCI Level 4 ITC #737 /2

Primary Location

Bossier City , LA

United States

Job Requisition

RQ21001

Category

Customer Support

Apply

CSRA, the Bossier Chamber's 2017 Business of the Year, is hiring Help Desk Technical Specialists with Top Secret/SCI clearances to support mission critical assignments that keep our nation safe and secure.

If you have a Top Secret/ SCI and want to continue to learn and be part of something bigger, join CSRA in our state of the art, Innovation Technology Center (ITC) today! Your new career opportunity is waiting for you!

Relocation Assistance is available!

Essential Job Functions:

* Answers help desk inquires for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.

* Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.

* Resolves and/or refers highly complex technical problems as appropriate.

* Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

* Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

* Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.

* Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

* Efficiently escalates incidents when required

* Documents incident status and solutions in incident database tools

* Possesses current working knowledge of computers, printers, laptops and common windows applications

* Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

* Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

* Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.

* May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.

* Alerts management to recurring problems and patterns of problems.

Basic Qualifications

* Must have TOP SECRET (TS/SCI) with the ability to obtain a favorable polygraph

* AA or equivalent + 6 yrs related experience or customer service experience

* Two or more years of technical training or customer support

* Security+ or willingness to pass Security+ test as a condition of and prior to employment. (CSRA will assist in testing costs upon passing and becoming a CSRA employee.)

Desired Only:

* Experience working with company products and operating systems

* Experience with solving computer-related problems

* DoD 8570 compliance or information assurance certification commensurate with technical objectives

* Applicable S/W or H/W training and certifications commensurate with the technical objectives, services required, and IT environment specified

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Post date: May 16, 2018

Location - Thoroughfare (i.e. Street address):

Bossier City , LA

United States

Location - Thoroughfare (i.e. Street address):

Service Desk Specialist with TS/SCI Level 4 ITC #737 /2

CSRA

May 16, 2018

CSRA, the Bossier Chamber's 2017 Business of the Year, is hiring Help Desk Technical Specialists with Top Secret/SCI clearances to support mission critical assignments that keep our nation safe and secure.

If you have a Top Secret/ SCI and want to continue to learn and be part of something bigger, join CSRA in our state of the art, Innovation Technology Center (ITC) today! Your new career opportunity is waiting for you!

Relocation Assistance is available!

Essential Job Functions:

* Answers help desk inquires for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.

* Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.

* Resolves and/or refers highly complex technical problems as appropriate.

* Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

* Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

* Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.

* Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

* Efficiently escalates incidents when required

* Documents incident status and solutions in incident database tools

* Possesses current working knowledge of computers, printers, laptops and common windows applications

* Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

* Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

* Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.

* May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.

* Alerts management to recurring problems and patterns of problems.

Basic Qualifications

* Must have TOP SECRET (TS/SCI) with the ability to obtain a favorable polygraph

* AA or equivalent + 6 yrs related experience or customer service experience

* Two or more years of technical training or customer support

* Security+ or willingness to pass Security+ test as a condition of and prior to employment. (CSRA will assist in testing costs upon passing and becoming a CSRA employee.)

Desired Only:

* Experience working with company products and operating systems

* Experience with solving computer-related problems

* DoD 8570 compliance or information assurance certification commensurate with technical objectives

* Applicable S/W or H/W training and certifications commensurate with the technical objectives, services required, and IT environment specified

Bossier City , LA

United States

*