IT Operations Specialist

2 weeks ago

Falls Church, United States General Dynamics Information Technology Full time

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Secret

Clearance Level Must Be Able to Obtain:
Secret

Suitability:
Public Trust/Other Required:
Job Family:
Systems Administration

Job Qualifications:
**Skills**:Documentations, Information Technology (IT) Infrastructure, Information Technology Operations, Microsoft Windows, Technical Support

Certifications:
CompTIA - Security+ - CompTIA - CompTIA

**Experience**:
3 + years of related experience

US Citizenship Required:
Yes

**Job Description**:
GECOS IT Operations Specialist - Shift Sun-Thurs 2:00pm-11:00pm (1 hour lunch) 8 hour shifts.

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can’t turn into opportunity.

At GDIT, people are our differentiator. We are seeking an IT Operations Specialist to provide timely and professional Tier II support to users. To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

HOW A IT OPERATIONS SPECIALIST WILL MAKE AN IMPACT:

- Provide Tier 2 IT operations control support using ITSM ticketing system such ServiceNow in the form of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs.
- Provide ticket escalation support to the Army and DISA for all DODIN-A(NG) and DODIN-A(NG)-S issues above or outside the direct O&M of the RCC-NG, including mobile device support.
- Independently provides advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.
- Troubleshoot system hardware and software-specific issues in a Windows, Linux and CISCO dominant environment.
- Train end users on the proper use of hardware and software.
- Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
- Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
- Support focus teams or specialized projects to promote rapid improvement turnaround.
- Be part of a team that supports and operates a 24x7x365 IT Operations environment.
- Ability to support a fast paced and ITIL transitional environment.
- Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.
- Ability to identify and articulate key information in an efficient and timely manner.
- Ability to exercise discretion and independent judgment when handling situational occurrences.
- Analyzes and recommends alternative solutions to meet customer needs.
- Builds credibility and trust with customers and team members.
- Identifies areas of opportunity to improve customer satisfaction.
- Must have excellent multi-tasking and time management skills.
- Supports the team process and participates on cross-functional teams.
- Responsible for handling after-hours on call support (when necessary).
- Participate in special projects as required.
- Use ticketing system to:

- Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.
- Escalate tickets as needed.
- Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
- The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
- Notify the team lead of all VIP requests for support that require additional resources which result in a delay of resolution.
- Maintain current knowledge of relevant technologies as assigned.
- May need to lift and carry desktop equipment such as laptops, computers, and monitors.

WHAT YOU’LL NEED TO SUCCEED:
- Education: High School Diploma; AA/AS/BA/BS preferred or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.- Required Experience: 3+ years

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