Help Desk Support Service Specialist - Intermediate - TS/SCI req

Help Desk Support Service Specialist - Intermediate - TS/SCI required

Transform technology into opportunity as a Help Desk Support Service Specialist - Intermediate with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Support Service Specialist - Intermediate, you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Support Service Specialist - Intermediate joining our team to support the US Army Intelligence and Security Command (INSCOM).

HOW A HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATE WILL MAKE AN IMPACT

• Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware.
• Handles problem 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 problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Maintains currency and high level of technical skill in field of expertise.
• Escalates more complex problems to Senior Level.
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
• Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins.
• Provide support for implementation, troubleshooting and maintenance of IT systems.
• Manage IT system infrastructure and any processes related to these systems
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.
• Provides polite and friendly customer service
• Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types Tier I issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
• Possesses comprehensive knowledge of desktop operating systems and applications

WHAT YOU'LL NEED TO SUCCEED:

• Education: Associate's Degree with 7 years of experience, or Bachelor's Degree with 5 years of experience
• Preferred Skills/Experience:

• Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required 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, etc.
• Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot)
• 1 Year DoD experience
• NOSC support experience, including problem resolution and incident tracking
• Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot).

• Clearance Level: TS/SCI
• Required Certification(s):

• 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

• Location: On Customer Site
• Additional:

• 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

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

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Work Requirements