Service Desk Administrator

Clearance Level
Secret
Category
Systems Administration
Location
FERIZAJ, Kosovo

REQ#: RQ87896

Travel Required: Less than 10%
Public Trust: SSBI (T5)
Requisition Type: Regular

GDIT is in need of a Service Desk Sr Admin to support our EITS program in Kosovo.

**This position is unaccompanied**

Serves as the senior member of the Service Desk team to assist with customer service support to end-users. The focus will be to provide premier Help Desk Service Delivery in line with ITIL and industry best practices. The candidate will further serve as the overall Site Lead to manage and oversee 22 team members across Service Desk, NETOPS, ISP/OSP, Network Technical Control Facility (TCF), Information Assurance, and Logistics functional areas at a forward-based, austere location. This is considered an unaccompanied tour.

  • Provides first line customer service support to end-users in accordance with ITIL methodologies and industry best practices with primary responsibility for providing immediate customer response with proactive and immediate troubleshooting, configuring, and repairing systems, software, and ancillary hardware issues.

  • Ensures proper baselining and patching of systems, STIG and SCAP compliance, installation and deployment and integration of monitoring applications such as SCCM, HBSS, and ACAS.

  • Administers and maintains OS applications, firm ware, antivirus, BIOS security and IAVA requirements by the US Army standards and regulations to include Assured Compliance Assessment Solution (ACAS), Security Technical Implementation Guides (STIGs), and Security Content Automation Protocol (SCAP) compliancy. 

  • Troubleshoots operating systems to include recent and current versions of Microsoft OS issues on Army Gold Master baselined systems.

  • Provides technical support, guidance, and administration of Microsoft Systems Center Configuration Manager (SCCM), Microsoft BitLocker Administration and Monitoring (MBAM), Network Access Controls, Domain Group Policy Object (GPO) Controls, Active Directory (AD), Organizational Units (OU) structures. 

  • Manages Active Directory account requests as well as training and certification records for Active Directory users as part of the ATCTS compliancy requirement which includes but is not limited to Information Assurance awareness training, AUP, SAAR, and any other required certifications needed.

  • Coordinates with and assists Information Assurance personnel with validating and archiving Authority to Operate (ATO), Authorized to Connect (ATC) and Certificate of Networthiness (CoN) documents, per AR 25-1 and network accreditation processes. 

  • Provides end-to-end system administration to client systems with installing and configuring Microsoft Office Product Suites and provides support to other theater authorized software. 

  • Processes all non-standard software requests through proper authorizing organizations.

  • Conducts software license tracking, renewals, and audits. 

  • Maintains inventory of all equipment, software and software licenses.

  • Responsible for software/hardware maintenance and troubleshooting of various vendor devices/platforms.

  • Perform Tier 1/2 Hardware repair for computers, print devices, digital senders, and associated IT peripherals.

  • Conduct Information Management Officer (IMO) and customer-based application training, develop training documents, and take part in application/product development to include application/product rollouts.

  • Analyze, write, and improve Knowledge Databases, Standard Operating Procedures (SOP) and Work Order Procedures (WOP) to reduce resolution wait times, improve actionable response times, and maintain contractual compliance. 

  • Collect, document, and analyze network metrics to identify potential patterns and trends, work with application tools, and within technical teams to document steps for improvements while maintaining customer satisfaction in every step of the service delivery model.

  • Site Lead Duties include, but are not limited to:

    • Oversee the day-to-day activities of up to 22 team members across Service Desk, NETOPS, ISP/OSP, Network Technical Control Facility (TCF), Information Assurance, and Logistics functional areas to ensure service delivery in accordance with contract scope and requirements.

    • Develop and manage team schedules that reduce overtime costs to the customer while meeting contractual obligations for service delivery timelines and scope.

    • Coordinate directly with the customer Quality Assurance Evaluator (QAE) regarding contract requirements for service delivery actions.

    • Complete Travel Authorization (TA) requests and Requests to Initiate Purchase (RIP) documents to support site travel and equipment requirements.

    • Oversee and ensure preapproval of required overtime and ensure accurate and timely timecard reporting and submission.

    • Submit Weekly Activity Reports that capture site activities and task accomplishments while provide quantitative information and metrics to measure the level of effort exerted.

    • Submit Monthly Reports to GDIT and customer senior leadership to provide a high-level overview of key site activities, personnel status, and metrics.

    • Drive the effort for constant site improvement and increased efficiency of operations and service delivery in accordance with GDIT and industry best practices and methodologies.

    • Participate in weekly Site Lead meetings with the Program / Project Managers to report on site and personnel status, activities, issues, and responses.

    • Expected mix of duties is 70% Site Lead and 30% Service Desk and System Administration.

Qualifications:

  • High school diploma or equivalency required; bachelor’s degree preferred.

  • Should have a minimum of 8-10 years of progressive experience in a Service Desk environment and System Administration experience.

  • Excellent customer service skills and oral and written communication skills are necessary.

  • ITIL-Foundation certification preferred on Day 1; a must within 90-days of hire.

  • Must meet DoD 8570 certification requirements on Day 1: Security+CE a minimum; CASP preferred.

  • Must possess at least one active high-level certification within the Microsoft or VMWare disciplines; the following certifications preferred:  SCCM, VMWare, MCSE, MCSA-Windows 10 Desktop; MCSA-Windows Server 2016 or later.

  • Understanding of networking; Cisco certification a plus.

  • Experience managing projects.  Project certifications preferred:  Project+, CAPM, or PMP.

  • Experience leading a complex, mixed functional team of 10 or more personnel.

  • Experience working in a DoD tactical environment a preferred; experience in a forward-located austere environment a plus.

  • Must have and maintain a valid US driver’s license. 

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.