Req ID: RQ169838Type of Requisition: SCAClearance Level Must Be Able to Obtain: Interim SecretJob Family: SCASkills:Call Center,Group Problem Solving,Microsoft OfficeExperience:2 + years of related experienceUS Citizenship Required:YesJob Description:General Dynamics Information Technology (GDIT), a leading provider of global supply chain management services, systems engineering, integration, IT service operations and support solutions, is seeking talented professionals to deliver valuable services and solutions to our customers.As a Security Technology Assistance Center (STAC) Call Center Technician, you will be supporting the U.S. Department of State via excellent customer service telephonically, in email and electronically. This position is for first shift (0600-1400), however we support customers globally, and as such must be willing and able for shift work to include nights, holidays and weekends.This position is hybrid on-site in Sterling, Virginia and virtual.ResponsibilitiesSupervisory Responsibilities – NoneProvide excellent customer support via telephone, email, and other electronic means to respond to customer inquiries and resolve routine issuesAttempts to resolve requests during first contact (at Tier I/II level) using critical thinking, efficiently escalates requests to Tier III as requiredProvide knowledgeable responses to escalated, high priority, or supervisor calls in a courteous and professional manner.Responsible for productivity, quality, and timeliness of work in the completion of program and department tasks and goalsFrequent internal contacts with Customer Service Managers, Call Center Supervisors, Lead Specialist, other contractors and government personnel supporting the programDemonstrated experience providing strong customer service and problem solving skillsAbility to prioritize and complete tasks to meet contract standards is requiredAssist in information reporting and development as neededProo documents for grammatical correctness and adherence to standards and formatProvide input on process improvementsMaintain current knowledge of relevant technologies as assignedEvaluate orders and update systems with accurate dataUses computer systems to track and respond to requests and enter ordersSupports customer with logistical, order, systematic and technical requests and concernsQualificationsActive Secret Clearance preferred, plus ability to obtain Top SecretAssociate’s Degree in a related discipline, or the equivalent combination of education, professional training or work/military experienceCustomer Service experience preferred, but not requiredLogistics experience preferred, but not requiredMust be well organized and extremely detail orientedMaximo/CMMS Proficiency preferred but not requiredMicrosoft Office Proficiency requiredWorking ConditionsThe work is performed in an office environment, which requires proper safety and security precautions. To ensure our call center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices that can be brought into areas.Work may require some physical effort in the handling of light materials, boxes, or equipment.The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.GDIT IS YOUR PLACE:401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays#OpportunityOwned #GDITLifeWe are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.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.
