Job Description :
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
- 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
GDITINSCOM
I2TS4
GDITArmy
The likely hourly rate for this position is between $19.77 - $22.74. This is not, however, a guarantee of compensation or salary.
Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours :
Travel Required : Less than 10%
Less than 10%
T elecommuting Options :
Onsite
Work Location : USA NC Fort Liberty
USA NC Fort Liberty