Computer User Support Specialist / Tier II Help Desk Tech

Type of Requisition : Regular

Clearance Level Must Currently Possess : Top Secret / SCI

Clearance Level Must Be Able to Obtain : Top Secret / SCI

Public Trust / Other Required : None

Job Family : IT Infrastructure and Operations

Job Qualifications :

Skills : End Users, End User Support, System Administration

Certifications : CompTIA Security+ CE | CompTIA - CompTIA

Experience : 3 + years of related experience

US Citizenship Required : Yes

Job Description :

Advance how our customers operate while you advance your career. Join GDIT as a Systems Administrator and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Computer User Support Specialist / Tier II Help Desk Tech , the work you'll do at GDIT will be impactful supplying mission command support to the mission of U.S. Army Southern European Task Force, Africa ( SETAF - AF ).

• Provides polite, professional, and responsive customer service.
• Provides daily face to face support to US Military and Civilian personnel.
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Attempts to resolve as many incidents as possible during the first contact, or at Tier I / II. Efficiently escalates detailed incidents to higher Tier III as required.
• Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Receives calls and works with customers offering professional and technically sound first call resolution when possible.
• Works support and incident requests received via phone, email and create tickets to track work and / or escalate the issues to a higher tier.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications as well as common operating systems.
• Provides basic VTC assistance when needed by customer.
• Interacts with customers daily 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.
• Perform Level I / II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
• 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.
• Creates and maintains SOPs or other guides to assist with troubleshooting.
• Provides follow-up actions with customers to ensure resolution of incidents or requests.
• Remotely configures and upgrades computer software.
• Provides end-user software troubleshooting and support remotely.
• Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Analyzes customer needs to determine functional and cross-functional requirements.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Comprehensive knowledge of desktop operating systems and applications.
• Requires professional certification in one or more specific technologies, depending on job assignment.
• Will occasionally be required to perform networks, systems, information assurance and logistics duties.
• This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

WHAT YOU'LL NEED TO SUCCEED

Bring your technology expertise and drive for innovation to GDIT. The Computer User Support Specialist / Tier II Help Desk Tech must have :

Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges and must obtain ITIL V4 Foundation within six months of hire. Additional specific certifications may be required, depending on job assignment.

GDIT IS YOUR PLACE

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

OWN YOUR OPPORTUNITY

The likely salary range for this position is $85,000 - $115,000.

Scheduled Weekly Hours : 40

Travel Required : 10-25%

Telecommuting Options : Onsite

Work Location : International

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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