Help Desk Support Service Specialist

5 months ago

Liberty, United States GDIT Full time
Job Description:

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: 

  • 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 $24.50 - $33.14. 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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA NC Fort Liberty

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