Help Desk Support Service Specialist

3 weeks ago

Aberdeen Proving Ground, United States General Dynamics Information Technology Full time

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

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

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

Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware.

Handles problem 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 high level of technical skill in field of expertise.

Escalates more complex problems to Senior Level. 

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:  Associate's Degree with 7 years of experience, or Bachelor's Degree with 5 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 .01-M IAT Level II/ Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract 

IAT 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 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:  

K 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 

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