Help Desk Support Service Specialist - Intermediate – TS/SCI required

Help Desk Support Service Specialist - Intermediate– TS/SCI required

Transform technology into opportunity as a Help Desk Support Service Specialist - Intermediatewith GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Support Service Specialist - Intermediate, you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Support Service Specialist - Intermediatejoining our team to support the US Army Intelligence and Security Command (INSCOM).

HOW A HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATEWILL MAKE AN IMPACT

• Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware. 

• Handles problem that the first-tier of help desk support is unable to resolve. 

• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

• Simulates or recreates user problems to resolve operating difficulties. 

• Recommends systems modifications to reduce user problems. 

• Maintains currency and high level of technical skill in field of expertise. 

• Escalates morecomplex problems to Senior Level.

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submittedrequests

• Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.

• Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to TierII/TierIII admins.

• Provide support for implementation, troubleshooting and maintenance of IT systems.

• Manage IT system infrastructure and any processes related to these systems

• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.

• Provides polite and friendly customer service

• Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.

• Documents incident status and solutions in incident database tools.

• Possesses current working knowledge of computers, printers, laptops, and common windows applications

• Works through various types Tier I issues with telephone assist

• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support

• Possesses comprehensive knowledge of desktop operating systems and applications

WHAT YOU’LL NEED TO SUCCEED:

• Education: Associate's Degree with 7 years of experience, or Bachelor's Degree with 5 years of experience

• PreferredSkills/Experience:

• Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.  

• Knowledge of the principles, methods, and techniques used in network and systems administration and support

• Knowledge of related hardware and software 

• Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc. 

• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

• Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot)

• 1 Year DoD experience

• NOSC support experience, including problem resolution and incident tracking

• Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot).

• Clearance Level: TS/SCI

• Required Certification(s):

• DoD 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract

• IAT II 8570/8140 Baseline Certification Security+ or equivalent 

• Location: On Customer Site

• Additional:

• Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract

• Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity

• Travel may be required to support the mission

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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