SkillBridge Trainee - End User Services Technician

Overview: This is an onsite role located in Scranton, Pennsylvania
The GDOTS DoD Skillbridge Internship program is open to all ranks, enlisted or officer, may apply. Participants are not eligible for compensation from the company, as they continue to receive military compensation and benefits as active-duty service members. A GDOTS DoD Skillbridge Internship, whether entry or mid-level, is an opportunity for individuals to gain valuable civilian experience through specific industry training during their last 6 months of service, for up to 180 days. Participation in GDOTS DoD Skillbridge Internship Program is voluntary, Service member-initiated, and must be authorized by the individual’s chain of command prior to the start of the internship. Successful completion of all necessary company agreements and documentation will also be required
This program is being afforded to both active-duty Military Members of all supporting branches and Military Spouses. You will job-shadow and learn from experienced leaders and other smart, motivated people. This program will help you develop best in class skills on mission critical work
Major Position Responsibilities: Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes) | Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center | Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems | Maintains a troubleshooting tracking log ensuring timely resolution of problems

• 
  Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or

performance issues

• Uses established processes and procedures to document, track, and resolve reported

problems and to meet operational service levels and standards

• Utilizes product information or solution database to research, troubleshoot, and deliver

solutions

• Advises users on the methods, steps, and actions to resolve and avoid future issues and

provides documentation as needed

• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set

passwords

• Fulfills all service level standards for response time and quality.

Basic Qualifications: DoD SkillBridge Eligibility:

• Has served at least 180 days on active duty
• Is within 12 months of separation or retirement
• Will receive an honorable discharge
• Has taken any service TAPS/TGPS
• Has attended or participated in an ethics brief within the last 12 months
• Received Unit Commander (first O-4/Field Grade commander in chain of command) written authorization and approval to participate in DoD SkillBridge Program prior to start of internship.
• Meets DoD SkillBridge Qualifications as per DODI 1322.29.

Candidates for this position should possess a Vocational/Technical Training Degree and/or an equivalent combination of education and experience.