HELP DESK SUPPORT SERVICE SPECIALIST – INTERMEDIATE (TS/SCI Required)
About The Position
Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Support Service Specialist - Intermediate and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. MEANINGFUL WORK AND PERSONAL IMPACT As a Help Desk Support Service Specialist - Intermediate, the work you will do at GDIT will be impactful to the mission of Army Intelligence. You will play a crucial role in securing enterprise systems, advancing future capabilities while driving smarter solutions. Lead/Manage/Support: Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications, and hardware. Collaborate: Handles problems that the first-tier of help desk support is unable to resolve and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Drive: Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems. Utilize: Maintain currency and a high level of technical skill in the field of expertise, escalating more complex problems to Senior Level, and providing first contact and incident resolution to customers with hardware, software, and application problems.
Requirements
- Associates degree
- 7+ years of related experience
- Interact with customers daily to provide guidance on procedures concerning account requests, e-mail, file access/storage, and other local procedures 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.
- Imaging of Computers and/or configuring their BIOS (SCCM / PXE Boot).
- 1 Year DoD experience and NOSC support experience, including problem resolution and incident tracking.
- Security clearance level: TS/SCI
- US citizenship required
- 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.
- Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date).
- On customer site daily support.
- 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.
Responsibilities
- Provides 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 and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
- Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems.
- Maintain currency and a high level of technical skill in the field of expertise, escalating more complex problems to Senior Level, and providing first contact and incident resolution to customers with hardware, software, and application problems.
- Interact with customers daily to provide guidance on procedures concerning account requests, e-mail, file access/storage, and other local procedures to ensure mission success.
- 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.
- Imaging of Computers and/or configuring their BIOS (SCCM / PXE Boot).
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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
