Help Desk Support Service Specialist - Intermediate - TS/SCI Required
About The Position
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. 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. Under general supervision, 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.
Requirements
- Active Directory (AD)
- Computer Literacy
- Help Desk Support
- 7 + years of related experience
- Associates Degree or 2 years of related specialized experience in lieu of degree
- 5+ years of related experience; work experience must include at least 2 years of specialized experience.
- Knowledge of the principles, methods, and techniques used in network and systems administration and support.
- Knowledge of related hardware and software.
- 1 Year DoD experience and NOSC support experience, including problem resolution and incident tracking.
- Security clearance level: TS/SCI
- 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 IT Hardware, reaching/bending/kneeling (i.e., plug-in cables), and other moderately strenuous activity.
- US Citizenship Required
Nice To Haves
- Top Secret SCI + Polygraph clearance must be obtainable.
- 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.
- 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.
- Recommends systems modifications to reduce user problems.
- Maintain currency and a high level of technical skill in the field of expertise.
- Escalates more complex problems to Senior Level.
- Provides 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
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Variety of medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan
- 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.
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
- 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
