General Dynamics Information Technology Customer Support Liaison_TS/SCI with Polygraph in Aurora, Colorado
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph
Public Trust/Other Required: None
Job Family: Project/Task Management
We are GDIT. The people supporting and securing
some of the most complex government, defense,
and intelligence projects across the country. We
ensure today is safe and tomorrow is smarter. Our
work has meaning and impact on the world around
us, but also on us, and that’s important.
GDIT is your place. You make it your own by
embracing autonomy, seizing opportunity, and
being trusted to deliver your best every day.
We think. We act. We deliver. There is no
challenge we can’t turn into opportunity. And our
work depends on a Customer Support Liaison joining our team to
support our government client’s activities in their locations.
At GDIT, people are our differentiator. As a Customer Support Liaison provides technical, administrative, and operational leadership to assigned task(s), including contract and subcontractor management.
The Customer Support Liaison manages program technical support activities in accordance with contract requirements, approved procedures, and government regulations. Daily Customer Support Liaison activities include and are not limited to performing/providing customer relationship management, technical troubleshooting solutions and support, incident and change management analysis, supporting contract deliverables, and other functions as assigned supporting the program.
Functions include and are not limited to:
Manage relationships with customers, technical support, and executive representatives
Ensures coordination and information flow between programs within customer organization
Respond to customer Incident/Change Management process (Request for Change, tickets, etc.) and coordinate with operations and incident/change managers
Coordinate meetings with customers to manage technical support requirements to completion as primary client liaison
Perform and is responsible for administrative tasks/reports in support of the program
Lead/participate in special projects for high level technical service support and assigned tasks
Reviews, refers and diagnoses internal inquiries and work requests related to maintenance of personal computers and related systems
Troubleshoots and supports end-user desktop computer, voice, video, network, and/or systems hardware/software
Must be able to track project studies, reports, plans, action items, and ensures project deliverables quality
Maintains current knowledge of relevant technologies as assigned
Provides incident/problem analysis with short-term workarounds and long-term solutions
Updates documentation on tickets and track issues to completion
Review and validate understanding of customer requirements and recommend process changes
Manage day-to-day client and internal service requests and document all services performed
Participates in special projects as required.
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience) 5+ years of related experience in customer service, data analysis, Information Technology, project management and relationship management
Proficient in MS Office and HP Service Manager
Excellent oral/written communication and customer service skills
Excellent organizational skills
Understanding of computer systems, voice/video systems, and network infrastructure
Must be able to track project studies, plans, action items, multiple projects and requests for changes, additions, moves, as well as the associated tasking to various work centers, etc.
Understands system lifecycle perspective including technical understanding of relationships, dependencies, and requirements of hardware and software components
Desire to exceed customer expectations, desire to advance in one's career, strong commitment to program goals and deliverables. Excellent communication skills and strong work ethic. Experience with this client.
Because of the sensitive nature of the work being done for this government client, all candidates must hold a TS/SCI and Polygraph.
Discover more at gdit.com/careers
General Dynamics Information Technology 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.
At GDIT, our "People First" culture commits to every employee feeling valued and supported throughout their career. Our comprehensive Total Rewards package – including programs focused on financial, physical, emotional and social well-being – demonstrates this commitment.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
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.