Remote Support Technician III (Swings) With Ts/Sci And Poly

General Dynamics Information Technology Annapolis Junction , MD 20701

Posted 3 months ago

CSRA is looking for a Remote Support Technician who has TS/SCI with Poly clearance, for a full time position located in Annapolis Junction, MD. This position is for Swings Shift and the schedule is Tuesday through Saturday 1400-2200.

Program overview

CSRA will provide DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. CSRA will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Position description

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.

Essential job functions

  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests

  • Provides polite and customer friendly service support for problem resolution

  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required

  • Documents incident status and solutions in incident database tools

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

  • Works through various types Tier II issues with telephone assist

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

Qualifications

  • AA or equivalent + 3 yrs related experience

  • Must have TS/SCI with Poly clearance

  • Technical certification to meet 8570 IAT II compliance required or must be able to obtain.

#esoc1216

#earlycareer

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: June 27, 2018

Location

  • Thoroughfare (i.e. Street address):

Annapolis Junction , MD

United States

Location

  • Thoroughfare (i.e. Street address):

Remote Support Technician III (Swings) with TS/SCI and Poly

CSRA

June 27, 2018

CSRA is looking for a Remote Support Technician who has TS/SCI with Poly clearance, for a full time position located in Annapolis Junction, MD. This position is for Swings Shift and the schedule is Tuesday through Saturday 1400-2200.

Program overview

CSRA will provide DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. CSRA will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Position description

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.

Essential job functions

  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests

  • Provides polite and customer friendly service support for problem resolution

  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required

  • Documents incident status and solutions in incident database tools

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

  • Works through various types Tier II issues with telephone assist

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

Qualifications

  • AA or equivalent + 3 yrs related experience

  • Must have TS/SCI with Poly clearance

  • Technical certification to meet 8570 IAT II compliance required or must be able to obtain.

#esoc1216

#earlycareer

Annapolis Junction , MD

United States


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Remote Support Technician III (Swings) With Ts/Sci And Poly

General Dynamics Information Technology