Tier III Administrator
About The Position
GDIT is seeking a mid-level Tier III Administrator to support the Defense Information Systems Agency (DISA) Global Video Services (GVS) business area and enable integration of video services into the Department of War. The role is hybrid, with approximately 20% remote and 80% onsite support in Fort Meade, Maryland, or Chantilly, Virginia. The Tier III support team provides coverage Monday through Friday, 8:00 a.m. to 5:00 p.m. local time, and may be asked to provide emergency or on-call problem and break-fix support after hours. The administrator works with the team and Lead to provide technical support for integrating GVS, including Pexip, with Microsoft 365 Teams. The position involves troubleshooting, maintaining operational processes, resolving tickets, responding to incidents, reviewing incident databases, and producing operational metrics. The administrator supports local and off-site users, coordinates with internal support staff and vendors, provides end-to-end support for GVS and Secure-Video Teleconferencing (S-VTC), and develops and maintains Standard Operating Procedures. The role also includes support for occasional weekend maintenance windows conducted by Tier II personnel and reach-back support to Microsoft Office 365 product groups and developers.
Requirements
- Bachelor’s degree and a minimum of 3 years of related experience.
- Active Secret security clearance.
- CompTIA Security+ or similar certification for IAT Level II.
- Expertise in developing, maintaining, and contributing to technical and process documentation.
- Experience with Microsoft 365 Teams.
- Experience administering and troubleshooting systems deployed in Department of War cloud environments (IL4/IL5/IL6), including Microsoft Office 365 and classified and unclassified networks.
- Ability to work effectively in a collaborative, fast-paced, growth-focused environment.
- U.S. citizenship required.
Responsibilities
- Provide technical support by phone and/or email to local and off-site users.
- Analyze and respond to incidents, determining the level of support required.
- Work with users to diagnose problems, investigate causes, and recommend solutions.
- Resolve issues within specified SLAs or escalate them to the appropriate service-level queue.
- Review incidents and the incident database to support efficient problem resolution.
- Coordinate with internal support staff and vendors to resolve problems, and follow up with end users and customers to ensure timely resolution.
- Process tickets from the Tier II support desk through resolution and escalate appropriate tickets to Tier IV.
- Provide end-to-end support for GVS and S-VTC-related issues.
- Develop and maintain Standard Operating Procedures and other technical and process documentation.
- Support occasional weekend maintenance windows conducted by Tier II personnel.
- Provide reach-back support to Microsoft Office 365 product groups and developers.
- Develop and maintain weekly and monthly operational metrics and detailed helpdesk metrics.
- Participate in meetings with operations staff to discuss support-related matters.
- Provide emergency or on-call problem and break-fix support after hours when requested.
Benefits
- Comprehensive benefits and wellness packages.
- 401(k) plan with company match.
- Competitive pay.
- Paid time off, including vacation, sick and personal time, holidays, parental, military, bereavement, and jury duty leave.
- Medical plan options, including options with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- Short- and long-term disability benefits.
- Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
- Full flex work weeks where possible.
- Internal mobility support and career growth and learning opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
