Help Desk Technician - Tier II - TS/SCI with Polygraph
About The Position
GDIT is hiring a Help Desk Technician to provide enterprise IT support at a customer site. The role supports computer systems, hardware, software, network monitoring, user accounts, incident reporting, and ticket management. The technician provides technical assistance, diagnoses and resolves problems, supports software installations and upgrades, helps manage LAN cabling, and delivers application training. The position also involves maintaining records and databases, reporting recurring issues, and providing system updates and briefings to Government leadership. Network monitoring takes place during customer core hours, with 24/7 on-call support that includes weekends and holidays.
Requirements
- High school diploma or GED and 1 or more years of experience, as stated under Required Education and Experience.
- At least 3 years of related experience, as stated in the Job Qualifications section.
- Active Top Secret SCI clearance with Polygraph.
- U.S. citizenship.
- DoD Manual 8570.01-M certification at the Information Assurance Technical (IAT) Level II role.
- Experience working with a ticketing system such as Remedy, SCSM, or ServiceNow.
- Strong written and verbal communication skills, a customer-service focus, and the ability to work well as part of a team.
- Ability to resolve technical and other issues with little oversight.
Responsibilities
- Monitor the network during customer core hours and provide 24/7 on-call support, including weekends and holidays.
- Ensure end-user problems are adequately documented, control who may archive user entries, and assess whether issue escalation controls are sufficient.
- Perform user account management in accordance with the Account Management Plan.
- Perform advanced software installations and upgrades to operating systems and layered software packages.
- Develop application training lesson plans, distribute training materials, and conduct initial, follow-on, or refresher training onsite or over the phone.
- Provide technical assistance for computer systems, hardware, and software; respond to queries, run diagnostics, isolate problems, and implement solutions.
- Provide system updates and statuses to Government leadership, including PowerPoint and Analysis of Alternatives briefings as needed.
- Operate and maintain the procedures, hardware, network connections, and software needed to monitor systems and user trouble tickets.
- Guide customers through troubleshooting and follow up to ensure issues are resolved.
- Collect and evaluate incident reporting practices and operations.
- Manage IT incidents and problems generally in accordance with IT service management principles such as ITIL.
- Assist with managing and modernizing LAN cabling.
- Maintain and update records and tracking databases.
- Alert management to recurring problems and problem patterns.
Benefits
- 401(k) plan with company match.
- Medical plan options, including plans with Health Savings Accounts.
- Dental and vision plan options.
- Paid education and certifications.
- Professional growth opportunities and internal mobility support.
- Paid vacation and 10 company-paid holidays.
- Paid time off options including sick, personal, parental, military, bereavement, and jury duty leave.
- Short- and long-term disability benefits, life insurance, and other insurance offerings.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
