Computer Operator III
About the role
Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure? Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so, General Dynamics Information Technology has an exciting opportunity for you. GDIT is seeking highly motivated individuals to join our rapidly growing team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Naval Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction.
Responsibilities
- Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
- Applying basic troubleshooting, issue isolation & diagnostic techniques 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
Requirements
- High school diploma or equivalent
- 2 or more years of related experience
- U.S. citizenship required
- Must be willing and able to obtain and maintain a SECRET government clearance
- Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire
- Ability and willingness to work and adhere to any full-time shift in our challenging, structured, 24 X 7 help desk environment
- Work visa sponsorship will not be provided
Qualifications
- Experience in analyzing and troubleshooting military software systems preferred
- 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), NMCI/Nautilus Networks and devices, SPIDER, or Computer Network Defense – Ashore/ Afloat
- Intermediate level of technical experience with software
- Experience providing support via remote tools
- Demonstrated root-cause analysis skills