General Dynamic Information Technology 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. GDIT 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.

Essential Job Functions

• Answers help desk telephones 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.   
• 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
• 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

• BS + 0 years of experience
• AA + 2 year of related experience  
• Ability to obtain a TS/SCI with the ability to obtain a favorable polygraph (6-12 month process time)
• Ability to completed DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the ESOC task order
• Security + certification - required prior to starting the role.
• Experience working with company products and operating systems 
• Experience with solving computer-related problems   
• Applicable Software or Hardware training and certifications commensurate with the technical objectives, services required, and IT environment specified within the ESOC task order