General Dynamics Information Technology

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:

Help Desk

Job Qualifications:

Skills:

Communication, Quality Management, Written Communication

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments.

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 Technology Shared Services (TSS) is your place! You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter. At GDIT, people are our differentiator. As a Quality Analyst supporting the the program, you will be trusted to serve as a member of the team with the responsibility to ensure the highest level of quality to customers through the performance of a dedicated focus on quality assurance for customer service and information accuracy. This individual will foster the quality assurance approach and plan across the program. This activity will require active engagement and implementation of regularly scheduled internal calibration sessions, monitoring customer interactions, analysis of quality data to identify trends, and communication of program quality performance. The successful candidate will have experience with quality assurance processes. The candidate will be a proactive agent for change, possess high energy, have a passion for quality, and be self-motivated.

In this role, a typical day will include the responsibilities below:

• Perform quality reviews of service desk interactions (phone, chat, email, ticketing system) to assess technical accuracy, customer service skills, and adherence to processes.
• Write effective, actionable feedback on customer interaction evaluations
• Develop, refine, and maintain quality assurance procedures, checklists, and evaluation standards in alignment with contract requirements and service level agreements (SLAs).
• Analyze trends and recurring issues to identify gaps in training, knowledge base, or procedures.
• Facilitates calibration sessions with internal employees and client representatives to improve performance and ensure consistent, high-quality customer support.
• Support knowledge management efforts by reviewing ticket documentation and contributing to knowledge base improvements.
• Generate reports and metrics related to service desk performance, quality assurance findings, and customer satisfaction.
• Participate in audits, reviews, and other compliance-related activities as required by the contract.
• Collaborate with service desk leadership to implement continuous improvement initiatives.
• Use quality data to make recommendations for improvements
• Maintain high level of confidentiality regarding employee information
• Communicates proactively any concerns/issues that will impact deliverables and/or business
• Will occasionally engage with customers via phone as needed

Required Qualifications:

• 5+ years of relevant IT support or service desk experience, including 2+ years in a quality assurance or service delivery oversight role.
• Strong understanding of ITIL principles and service desk operations.
• Experience with enterprise ticketing systems (e.g., ServiceNow, Remedy).
• Excellent analytical, written, and verbal communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• U.S. Citizenship and ability to obtain and maintain a Secret clearance as required by the contract.
• Ability to Obtain ITIL 4 Foundation – ITSM Certification within the first 9 months

Preferred Qualifications:

• ITIL Foundation certification.
• Experience supporting federal government clients.
• Familiarity with quality assurance methodologies and tools.
• Previous experience in a Tier III or senior service desk role.

The likely hourly rate for this position is between $27.73 - $37.51. 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:

10-25%

Telecommuting Options:

Onsite

Work Location:

USA NE Offutt AFB

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.

We 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 50 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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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