Help Desk Technician

Type of Requisition

Regular

Clearance Level Must Currently Possess

Secret

Clearance Level Must Be Able to Obtain

Secret

Public Trust/Other Required

None

Job Family

Technical Support Services

Job Qualifications

Skills

Active Directory Administration, Customer Support, Help Desk Support

Certifications

None

Experience

5 + years of related experience

US Citizenship Required

Yes

Job Description:

Check out this great opportunity to join one of GDIT’s fastest long-standing growing programs!  US Battlefield Information Collection and Exploitation Systems eXtended (US BICES-X) is a cutting-edge program supporting DoW intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team.

This position is high visibility and responsible for providing Tier 0, 1, and eventually higher tiered systems support, incidence response, and escalation supporting the US BICES-X Coalition Support Service Desk. In addition, position requires attention to detail and ability to adapt to changing environment.

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Responsibilities

• Provides polite, professional, and responsive customer service.

• Provides daily face to face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students and Host Nation Civilians.

• 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. Efficiently escalates detailed incidents to higher Tier II or Tier III as required.

• Provides end-user software troubleshooting and support remotely.

• Provides follow-up actions with customers to ensure resolution of incidents or requests.

• Remotely configures and upgrades computer software.

• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.

• Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.

• Analyzes customer needs to determine functional and cross-functional requirements.

• Manages the functionality and efficiency of a group of computers running on one or more operating systems.

• Maintains the integrity and security of systems.

• As required, supports users with completing requests for deployment of new services.

• Maintains system documentation.

• May provide desk side support to users.

• Develops and monitors policies and standards for allocation related to the use of computing resources.

• Provides advice and training to end-users.

• Maintains current knowledge of relevant technologies as assigned.

• Participates in special projects as required.

• Adheres to the principles, methods, and techniques used in network administration and support.

• Maintains/enhances knowledge of related hardware and software.

• Requires professional certification in one or more specific technologies, depending on job assignment.

• This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

Required Qualifications

• 5 years of experience required.

• BA/BS degree – may substitute additional years of experience.

• Must possess and maintain a Secret Clearance.

• Must meet DoW 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges.  Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate.  Computing environment training must be completed within 2 weeks of being hired.

• Must have good team working skills since this position entails coordinating with many different work centers.

• Must have good and professional customer relationship skills.

• 2 + years of experience with common IT infrastructure services to include DNS, DHCP, and troubleshooting connectivity issues.

Preferred Qualifications

• Experience supporting multinational customers preferred.

• Experience operating in deployed environments preferred.

• Experience with user, administrative, and service account creation and management.

• Experience with direct customer support for both internal and external customers.

• Experience with Server STIGs, patching, Tenable, ACAS, SCCM, and IAVA vulnerabilities.

• Experience with Group Policy, and Windows PowerShell.

• Experience with Multiple OS’ and Scripting Languages

• Experience with the principles, methods, and techniques used in Microsoft Server 2008, 2012, AND 2016 administration, troubleshooting and support.

• Experience with implementing and maintaining systems documentation.

• Experience with developing training for both internal and external customers.

• Experience with managing, monitoring, and responding to key server infrastructure alerts.

• Experience with ServiceNow, SCCM, Exchange, and IDPA technologies.

• Experience with VMWare, Horizon View, and other virtualization technologies.

• Experience working with military customers.

• ITIL Foundations v4 certification preferred.

• Additional specific certifications may be required, depending on job assignment.

• The work is typically performed at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes, or equipment.

The likely hourly rate for this position is between $23.37 - $31.63. 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

40

Travel Required

None

T elecommuting Options

Onsite

Work Location

USA FL MacDill AFB

Additional Work Locations:

Total Rewards at GDIT

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identify Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate