HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATE

HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATE

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATE with for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT

As a HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATE, the work you'll do at GDIT will be impactful supporting mission of US Army Intelligence and Security Command (INSCOM).

• 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: Associates degree
• Experience: 7+ years of related experience
• Technical skills:
  • 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).
• Security clearance level: TS/SCI
• US citizenship required
• 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
  • Computing Env: Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date.)
• Role Requirements:
  • 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 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

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.

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#GDITINSCOM

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#GDITArmy

Work Requirements