EOC Watch Desk Professional | Shift Work | Onsite Atlanta

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.

GDIT is looking for a Business Process Analyst to Provide Emergency Operations Support for Emergency Operations Center (EOC).

The watch desk professional shall track and log all incoming calls, faxes, email to EOC REPORT mailbox using established logs and the EOC call log system. As well as have core responsibility in the CDC’s EOC for answering telephone calls within two rings, triaging and recording data gleaned for all incoming calls and data transmissions from the public health community, the general public, CDC staff and government agencies from within the US and the worldwide community.

This position 24x7 shift work, onsite in Atlanta, GA

RESPONSIBILITIES INCLUDE:

1. Maintains current knowledge of relevant technology as assigned.

Shall follow all of the EOC protocols, Standard Operating Procedures (SOPs), and guidance provided by the government’s Emergency Management Specialist (EMS) or Team Lead/Deputy.
2. Serve as the initial point of contact between CDC’s EOC, supported CIOs, outside agencies, health officials, and the public.
3. Liaison and coordinate with other CDC call center operations (e.g. public response hotline, clinicians' information line).
4. Screen all calls and either provide the requested information, transfer the call to a technical expert or Duty Officer, or forward a message as appropriate.
5. Route important operational calls directly to other EOC staff and CDC leadership as required by EOC/CDC policies.
6. Document all calls in the operations database by type, caller, etc., record the specific action taken to satisfactorily accommodate the caller and send follow up email to SME.
7. Answers questions of callers regarding services offered by the CDC, or transfers calls to appropriate Program Subject Matter Expert staff in a timely manner, to minimize the holds and/or waiting time for callers.
8. Monitor television news broadcasts and relay important stories and developments to the Planning and Information coordinator or Duty Officer.
9. Monitor operations journal of DHHS and report significant events to the Duty Officer.
10. Becomes knowledgeable about other programs and services within the CDC, and how to refer customers and others appropriately.
11. Enter taskings in ERS

REQUIRED QUALIFICATIONS:

• HS Diploma, Technical Training, Certification or Degree

• Strong customer service experience

• Strong communication skills

• Ability to work in a fast-paced environment

DESIRED QUALIFICATIONS:

• BA/BS (or equivalent experience), 0+ years of experience

• Customer service experience in any setting, especially call center support.

• Emergency operations support, such as 911 operator

• Strong organizational skills

• Attention to detail

• Ability to follow defined procedures on a routine basis

GDIT IS YOUR PLACE

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and holidays

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