DSS Systems Administrator (CONUS)

General Dynamics Information Technology

1d • Hybrid

About The Position

Mission: A DSS Systems Administrator (CONUS) is responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to laptops, operating system support, applications and software, monitors, network printers, digital senders and other peripheral devices within the Department of State consolidated Bureaus.

Duties and Responsibilities: Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages. Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting. Analyze, evaluate and test software and hardware in response to issues identified by customer. Support in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilities. Mitigate identified security issues. Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved. Prepare and maintain activity and progress reports regarding support activities. Act to coordinate activities across support agencies to delivery support service to customer. Manage and track escalations to ensure timely resolution of customer issues. Contribute to identifying improvements in the support of hardware, software or infrastructure related services. Work to meet program service level agreements (SLA's) to resolve customer issues. Provide one-on-one and small group training in the use of application (COTS & GOTS) and devices to new users and IT Mart visitors. Install, configure and troubleshoot microcomputer hardware and software systems, to include servers. Install, configure, and troubleshoot peripheral devices such as, card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices. Conduct diagnostic troubleshooting and repair for microcomputer devices Install hardware and software application on a myriad of computer devices

Requirements

• Computer Hardware Support
• Customer Service
• IT Troubleshooting
• Microsoft Windows
• Ticketing Systems
• 5 + years of related experience
• US Citizenship Required
• Associate’s degree or equivalent experience
• Must be US Citizen and clearable
• Secret clearance (or higher) a plus
• One or more industry standard certifications- A+, Security+, Network+; etc.
• Ability to lift and move 30 lbs. of equipment

Nice To Haves

• Strong customer service and communication skills (both written and verbal)
• Excellent interpersonal skills, especially ability to listen and understand what is being described
• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Experience providing Tiers 1 and 2 technical support with hardware and software.
• Excellent attention to detail.
• Strong working knowledge of computer terms.
• Customer service operations experience.
• 1year (5 years preferred) of related experience.

Responsibilities

• Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
• Support and maintain COTS and custom designed applications.
• Tasks include installation, configuration, and troubleshooting.
• Analyze, evaluate and test software and hardware in response to issues identified by customer.
• Support in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilities.
• Mitigate identified security issues.
• Research and troubleshoot identified issues.
• Document ticket.
• Ensure all appropriate steps are taken to investigate and troubleshoot issue.
• Escalate fully documented ticket if issue cannot be resolved.
• Prepare and maintain activity and progress reports regarding support activities.
• Act to coordinate activities across support agencies to delivery support service to customer.
• Manage and track escalations to ensure timely resolution of customer issues.
• Contribute to identifying improvements in the support of hardware, software or infrastructure related services.
• Work to meet program service level agreements (SLA's) to resolve customer issues.
• Provide one-on-one and small group training in the use of application (COTS & GOTS) and devices to new users and IT Mart visitors.
• Install, configure and troubleshoot microcomputer hardware and software systems, to include servers.
• Install, configure, and troubleshoot peripheral devices such as, card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
• Conduct diagnostic troubleshooting and repair for microcomputer devices
• Install hardware and software application on a myriad of computer devices

Benefits

• Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
• To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year.
• Paid leave and paid holidays are prorated based on the employee’s date of hire.
• The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
• To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
• We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree