Help Desk Support Service Specialist

Req ID: RQ185232

Type of Requisition: SCA

Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph

Public Trust/Other Required: None

Job Family: SCA

Skills:

Desktop Computers,Help Desk Support,IT Hardware

Experience:

10 + years of related experience

US Citizenship Required:

Yes

Job Description:

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

Transform technology into opportunity as a Help Desk Support Service Specialist - Senior with 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 - Senior, you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Support Service Specialist - Senior joining our team to support the US Army Intelligence and Security Command (INSCOM).

HOW A HELP DESK SUPPORT SERVICE SPECIALIST - SENIOR WILL MAKE AN IMPACT

• Responsible for providing second-tier support to end-users for PC server, mainframe applications, and hardware.

• Handles problems 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.

• Responsible for the most complex testing and analysis of all elements of the network facilities including: power, software, communications devices, lines, modems and terminals.

• Monitors and controls the performance and status of the network resources.

• May function in a lead capacity within the department.

• Understands basic Cisco router/switch commands and can program initial network gear setups.

• Must be able to work independently and with other IT teams (networks, systems, cyber, etc.) without supervision.

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

• 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 Tier II/Tier III 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

• Provides guidance and direction for less experienced personnel.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelor's Degree with 12 years of experience or Master’s Degree with 10 years of experience

• Preferred Skills/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

#GDITPriority

#GDITINSCOM

#I2TS4

#GDITArmy

The likely hourly rate for this position is between $30.23 - $40.91. 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.

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 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 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.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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.