Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

SCA

Job Qualifications:

Skills:

Call Center, Group Problem Solving, Microsoft Office, Problem Solving

Certifications:

None

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

This position is on-site in Sterling, Virginia. The schedule for this position is Tuesday through Saturday, 6AM to 2:30PM.

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 (0600-230PM) Tuesdays through Saturdays, however we support customers globally, and as such must be willing and able for shift work to include nights, holidays and weekends.

 

 

Responsibilities

·         Supervisory Responsibilities – None

·         Provide excellent customer support via telephone, email, and other electronic means to respond to customer inquiries and resolve routine issues

·         Attempts to resolve requests during first contact (at Tier I/II level) using critical thinking, efficiently escalates requests to Tier III as required

• Provide 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 goals
• Frequent internal contacts with Customer Service Managers, Call Center Supervisors, Lead Specialist, other contractors and government personnel supporting the program
• Demonstrated experience providing strong customer service and problem solving skills
• Ability to prioritize and complete tasks to meet contract standards is required
• Assist in information reporting and development as needed
• Proofread documents for grammatical correctness and adherence to standards and format
• Provide input on process improvements
• Maintain current knowledge of relevant technologies as assigned
• Evaluate orders and update systems with accurate data
• Uses computer systems to track and respond to requests and enter orders
• Supports customer with logistical, order, systematic and technical requests and concerns

Qualifications

• Active Secret Clearance preferred, plus ability to obtain Top Secret
• Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training or work/military experience
• Customer Service experience preferred, but not required
• Logistics experience preferred, but not required
• Must be well organized and extremely detail oriented
• Maximo/CMMS Proficiency preferred but not required
• Microsoft Office Proficiency required

 

Working Conditions

• The 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 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
  
  OWN YOUR OPPORTUNITY
  Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.

The likely hourly rate for this position is between $25.50 - $34.50. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Onsite

Work Location:

USA VA Sterling

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and 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. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identify Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

 

 

About our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans