Customer Service Specialist

Coralville, IA
Aug 08, 2017
Aug 14, 2017
Customer Service
Full Time
General Dynamics is currently seeking Customer Service Specialists for VIES program in Coralville, IA. The Customer Service Specialist will perform in a help desk and troubleshooting capacity to provide customer service support via the telephone and/or internet to respond to customer inquiries and resolve technical issues.  This position requires the ability to work in a technical capacity providing technical support while analyzing complex data and troubleshooting complex customer service related issues.  


Job Responsibilities:


  • Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
  • Assists users with the installation, configuration, and upgrade of computer hardware and software of programs in multiple environments and provides education in the use of client mandated software.
  • Provides end-user software troubleshooting and support.
  • May troubleshoot, analyze complex data, and resolve advanced application, corrupt database, and data processing issues in an efficient and effective manner.
  • Properly documents and tracks each issue/ticket in Remedy, and escalates issues that require more advanced research and troubleshooting to the appropriate support organizations.
  • Properly assigns incident and service request tickets priority using impact and urgency and product categorization classification. 
  • Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Provides troubleshooting and support.
  • Assists in the administration of e-mail systems.
  • Provides phone support for local and off-site users.
  • Maintains current knowledge of relevant technology as assigned.
  • Participates in special projects as required.
  • This position requires a High School Diploma or GED.
  • 1-3 years of related customer service, call center or help desk experience.
  • Ability to work 10 hour shift schedule.
  • In an effort to support business need and provide shift support, shift flexability is required.  
  • Candidates will be required to work 40 hours a week for 3 weeks to complete training and after completion of training, the work schedule will be based on program needs. Please be advised that schedules may be changed at any time to accommodate business need.


The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact 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) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production 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.


As a trusted systems intergrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. Headquartered in Fairfax, VA., with major offices worldwide, the company delivers IT enterprise solutions, manages large-scale, missional-critical IT programs provides mission support services. 


GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Femails/Protected Veterans/Individuals with Disabilities.