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IT Systems Support Specialist

2 months ago

Independence, Kansas, 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:

None

Job Family:

Systems Administration

Job Qualifications:

Skills:

Customer Support, IT Service Management, Help Desk

Certifications:

Experience:

3+ years of relevant experience

US Citizenship Required:

Yes

Job Overview:

We are seeking a motivated and innovative professional to contribute to a significant program supporting Department of Defense intelligence sharing. This role is integral to the US Battlefield Information Collection and Exploitation System eXtended (US BICES-X), which focuses on enhancing collaboration on global threats among mission partners. As part of a diverse team, you will help deliver an enterprise network that improves performance, security, and scalability while optimizing costs.

This position entails overseeing the US BICES-X Service Desk, delivering Tier 0 - 1 support, incident management, and escalation procedures.

Key Responsibilities:

  • Deliver courteous and efficient customer service.
  • Provide in-person support to military and civilian personnel, as well as international partners.
  • Resolve hardware, software, and application issues during initial contact or escalate as necessary.
  • Screen and diagnose internal inquiries related to personal computer maintenance.
  • Assist remote customers with professional and effective support.
  • Manage support requests via phone and email, creating tickets for tracking and escalation.
  • Document incident details and resolutions using the Microsoft SCSM toolset.
  • Maintain current knowledge of desktop operating systems and applications.
  • Guide customers on procedures for account requests and file access.
  • Perform Level I/II Active Directory tasks such as account management.
  • Provide solutions to common issues as part of a self-help resource.
  • Develop and maintain standard operating procedures for troubleshooting.
  • Ensure follow-up actions with customers to confirm resolution of issues.
  • Remotely configure and upgrade software as needed.
  • Apply advanced diagnostic techniques to identify and resolve problems.
  • Offer guidance to junior technicians and may have limited supervisory duties.
  • Analyze customer needs to determine functional requirements.
  • Stay updated on relevant technologies.
  • Participate in special projects as required.
  • May involve occasional network, systems, and logistics responsibilities.
  • This role requires shift work, including nights, weekends, and holidays.

Required Qualifications:

  • Minimum of 3 years of experience.
  • AA/AS Degree preferred; additional experience may substitute.
  • Must possess and maintain a Secret Clearance.
  • Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire.
  • Strong teamwork and professional customer relationship skills are essential.
  • Potential travel may be required.
  • Must be able to meet pre-deployment requirements if necessary.
  • Additional certifications may be required based on job assignment.
  • Willingness to start within 30 days of approval.

Preferred Qualifications:

  • Experience with multinational customers is advantageous.
  • Experience in deployed environments is preferred.
  • ITIL Foundations v4 certification is a plus.
  • Physical effort may be required for handling materials and equipment.

The above job description is not exhaustive of all responsibilities and skills associated with this position. Reasonable accommodations will be considered for individuals with disabilities to perform essential functions.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

International

Total Rewards at GDIT:

Our benefits package includes various medical options, dental and vision plans, and a 401(k) plan with company matching. We promote work/life balance through flexible work weeks and a range of paid time off plans. Additional offerings include short and long-term disability benefits, life insurance, and more. We continuously review our Total Rewards package to ensure competitiveness and alignment with employee preferences. We are GDIT, a global technology and professional services company dedicated to delivering innovative solutions across the U.S. government and defense sectors. Our experts leverage technology to create value and drive mission success.