Tier III Administrator

General Dynamics Information Technology•Chantilly, VA

4d•Hybrid

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 the integration of video services, such as Pexip, into the Department of War. The position combines remote (20%) and onsite (80%) 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 its Lead to provide technical support, troubleshoot issues, maintain operational processes, and resolve customer tickets. The role includes incident response, coordination with users and other teams, review of incident databases, operational metrics reporting, and helpdesk metrics. It also provides end-to-end support for GVS and Secure-Video Teleconferencing (S-VTC) issues and support to Microsoft Office 365 product groups and developers. The position requires a bachelor's degree, at least three years of related experience, an active Secret clearance, and CompTIA Security+ or a similar IAT Level II certification. Candidates need experience with Microsoft 365 Teams and administering and troubleshooting systems in Department of War cloud environments (IL4/IL5/IL6), including Microsoft Office 365 and classified and unclassified networks. The position is hybrid, with a stated salary range of $80,750–$109,250. Travel is less than 10%, and scheduled weekly hours are 40.

Requirements

Bachelor’s degree and at least 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 thrive in a highly collaborative, fast-paced, growth-focused environment.
U.S. citizenship required.

Responsibilities

Provide technical support by phone or email to local and off-site users.
Analyze and respond to incidents, determine the level of support required, and work with users to diagnose problems, investigate causes, and recommend solutions.
Resolve issues within specified service-level agreements 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 Global Video Services (GVS) and Secure-Video Teleconferencing (S-VTC) issues.
Develop and maintain Standard Operating Procedures and other technical and process documentation.
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 operations staff meetings to discuss support-related matters.
Support occasional weekend maintenance windows conducted by Tier II personnel.
Provide emergency or on-call problem and break-fix support after hours as requested.

Benefits

Comprehensive benefits and wellness packages.
401(k) with company match.
Competitive pay and paid time off.
Medical plan options, some with Health Savings Accounts.
Dental plan options.
Vision plan.
Flexible work weeks where possible.
Vacation, sick, personal, holiday, 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.