Aetc Jobs (NOW HIRING)

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Customer Engagement, Help Desk Support, IT Help Desk, IT Service Management (ITSM), Service Level Agreement (SLA)

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

Customer Service Engineer

Position Summary
The Customer Service Engineer (CSE) is a key personnel role responsible for delivering a highquality customer experience across the AWAKEN Enterprise. This role leads multichannel customer engagement, manages the AWAKEN userfacing web portal and service catalog, oversees helpdesk ticket operations, and drives continuous improvement of customer support processes. The CSE serves as the primary bridge between end users, technical teams, and Government stakeholders-ensuring customer needs are accurately captured, translated, and addressed.

This role combines customerfacing leadership, requirements analysis, process development, and handson service delivery oversight to ensure AWAKEN meets AETC's standards for performance, responsiveness, and user experience.

The Customer Service Engineer ensures AWAKEN remains a customerfocused, userfriendly, and missionaligned enterprise network, directly supporting thousands of Airmen across AETC's training landscape. By leading customer interaction, service catalog management, and ticketing operations, the CSE provides the hightouch support experience necessary for modernizing AETC's learning ecosystem.

Key Responsibilities

Customer Engagement & FrontDoor Management

• Lead AWAKEN's multipronged customer engagement strategy, including webbased outreach, phone support coordination, and proactive user interaction.
• Manage the AWAKEN web portal, ensuring accurate publishing of service offerings, support resources, system information, and helpdesk access paths.
• Maintain and update the customerfacing service catalog (.mil URL), including standard offerings, pricing, support options, and ticket submission channels.
• Serve as the primary point for collecting user input, feedback, and requirements, ensuring customers understand available AWAKEN services and processes.

Helpdesk & Ticketing Oversight

• Oversee the AWAKEN helpdesk ticket lifecycle across Tier 1, Tier 2, and Tier 3 engineering support.
• Ensure tickets are triaged, assigned, tracked, and resolved in alignment with SLAs and customer urgency.
• Provide reporting and trend analysis on ticket volumes, recurring issues, and customer satisfaction.
• Support implementation of an enterprisegrade ITILaligned ticketing system (e.g., ServiceNow) and ensure users can easily submit electronic tickets.

Requirements Capture & Customer Needs Analysis

• Engage directly with users to understand operational needs and ensure those needs are accurately documented and sized for engineering teams.
• Collaborate with technical teams to validate requirements, identify the correct services, and ensure deliverables meet customer intent.
• Develop and distribute customer surveys to measure satisfaction, identify service improvements, and support PMR reporting.

Service Quality, Process Improvement & Reporting

• Implement and maintain customerfacing SOPs, support documentation, and service workflows.
• Track and report performance metrics related to customer service availability, responsiveness, and ticket resolution efficiency.
• Work closely with Program Manager and Government Technical Leads to resolve escalations and improve service delivery.
• Identify recurring issues or systemic gaps and recommend process improvements across helpdesk, network operations, and engineering teams.

Coordination With Technical Teams & Government Stakeholders

• Act as the liaison between users and technical groups to ensure solutions meet mission and training requirements.
• Assist in preparing customerrelated inputs for PMRs, CCBs, deployment planning, and enterprise architecture discussions.
• Ensure Government personnel have access to customer support tools and relevant dashboards as required.

Required Qualifications

• Bachelor's degree in Information Technology, Communications, Business, or equivalent experience.
• 5+ years supporting customerfacing IT operations in enterprise, DoD, or federal environments.
• Experience with ITIL or ITSM frameworks and ticketing systems (ServiceNow preferred).
• Strong communication skills with ability to clearly engage and support users across varying technical backgrounds.
• Demonstrated experience in documenting requirements, improving support processes, and managing service portals.
• U.S. citizen with ability to obtain a Secret clearance and USAF CAC.

Preferred Qualifications

• Experience supporting Air Force, AETC, or other DoD training or network environments.
• Experience developing service catalogs, workflows, and customer support knowledge bases.
• Familiarity with AWAKEN, enterprise WiFi, network operations, or cybersecurity environments.
• Certifications such as ITIL Foundation, HDI Support Center Manager, or similar.

The likely salary range for this position is $111,155 - $150,385. 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 TX San Antonio

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 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 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.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