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General Dynamics Information Technology · 20 hours ago

SCITLS Client Services Support Specialist

Omaha, NE

Full-time

Onsite

Senior Level

$31.87/hr - $43.13/hr

7+ years exp

General Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology, and mission services to the U.S. government and defense community. They are seeking a Client Services Support Specialist to provide first point of contact IT support, troubleshoot technical issues, and ensure customer satisfaction through various communication channels.

Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, and ITSM

Applying troubleshooting, issue isolation & diagnostic techniques beyond Tier 1 scope to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles

Thoroughly documenting requests and incidents according to business processes and standard operating procedures

Documenting detailed, specific work notes regarding the interaction with the customer

Providing case status updates to management and end-users according to service level guidelines

Maintaining a high level of courteous customer service at all times

Communicating with customers at all levels of technical and non-technical skills set

Qualification

Technical HelpdeskTroubleshootingITSM toolsCompTIA A+Network+Security+ITIL 4 FoundationCustomer ServiceCommunication Skills

Required

High School diploma or equivalent; AND

7 or more years of related experience (education may be substituted for experience)

Active TS/SCI-eligible government clearance

Intermediate proficiency utilizing technical tools demonstrating a strong understanding of hardware, software, networks, and common IT applications

Demonstrated experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy) managing user support requests

Ability to obtain an ITIL 4 Foundation certification within the first 9 months of employment

Currently obtained CompTIA A+, Network+, or Security+ certification

Ability & willingness to work and adhere to any full-time shift

US Citizenship

Preferred

Currently obtained ITIL 4 Foundation certification

Benefits

401K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you own your career

Professional growth opportunities including paid education and certifications

Cutting-edge technology you can learn from

Rest and recharge with paid vacation and holidays

Variety of medical plan options, some with Health Savings Accounts

Dental plan options

A vision plan

A 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match

Full flex work weeks where possible

Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave

Short and long-term disability benefits

Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company

General Dynamics Information Technology

Glassdoor3.9

General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.

Founded in 1999

Falls Church, Virginia, USA

10001+ employees