Help Desk Support Service Specialist

2 months ago

Charlottesville, United States General Dynamics Information Technology Full time

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. Maintains currency and highest level of technical skill in field of expertise. 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 Possesses comprehensive knowledge of desktop operating systems and applications

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 supportKnowledge of related hardware and softwarePerform 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 experienceNOSC support experience, including problem resolution and incident trackingImaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot). Clearance Level: TS/SCI Required Certification(s): DoD .01-M IAT Level II/ Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contractIAT II / 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 contractPosition may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activityTravel may be required to support the mission GDIT IS YOUR PLACE: K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays

#GDITPriority

#GDITINSCOM

#I2TS4

#GDITArmy

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