Enterprise IT Support Specialist

22 hours ago


Elkridge, Maryland, United States General Dynamics Information Technology Full time
Job Summary:
As an Enterprise IT Support Specialist with General Dynamics Information Technology, you will play a critical role in delivering exceptional technical support services to our clients. This is an exciting opportunity to work with a leading 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.

About GDIT:
We are a global company with 30,000 experts who 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. Our people are the ones who make change real.

Responsibilities:
Provide network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
• Ensure all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority.
• Perform user account management per the Account Management Plan.
• Perform advanced software installations and upgrades to operating systems and layered software packages.
• Support developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.
• Provide technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Provide system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.
• Operate and maintain the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
• Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
• Collects and evaluates incident reporting practices and operations.
• Manage IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
• Knowledge of Network connectivity troubleshooting, cable management, and fiber termination technologies. Will be responsible to assist in managing and modernizing LAN cabling.
• Maintaining and updating records and tracking databases. Alerting management to recurring problems and patterns of problems.

Requirements:
Required Education and Experience: HS/GED + 3+ years.
• Certifications: DoD Manual 8570.01-M at the Information Assurance Technical (IAT) Level II role. Security Clearance Level: TS/SCI clearance and ability to obtain and maintain a CI Polygraph.
• Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow.
• Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team.
• Ability to resolve technical and other types of issues with little oversight. Location: On Customer Site.

What We Offer:
• 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

About Salary:
The estimated hourly rate for this position is between $37.10 - $50.03. The actual salary may vary based on experience, geographic location, and contractual requirements.

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