Tier I Help Desk Technicians

Clearance Level
Top Secret
Category
Systems Administration
Location
Reston, Virginia

REQ#: RQ129397

Travel Required: Less than 10%
Requisition Type: Pipeline

GDIT is seeking Tier I​ Help Desk Technicians to help provide 24/7/365 support on our Cloud Support contract in Reston, VA. Due to the nature of work this role entails, telecommuting is not allowed and will require the employee to report full-time onsite. NOTE: This is CONTINGENT upon contract award.

As a Tier I Help Desk Technician, you will be part of a global team that provides 24x7 support to help customers seamlessly operate their Cloud infrastructure and services. When customers cannot resolve issues themselves, your job will be to ensure that we have the necessary tools and processes to resolve the issue. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. The Tier I Help Desk Technician will work to troubleshoot/resolve technical problems and answer queries by telephone, Live Chat, or self-service ticket in support of internal and/or external customers. You will also monitor, triage, and escalate infrastructure-monitoring alerts on appropriate networks.

Task and responsibilities in this role include, but are not limited to the following:

  • Diagnoses, identifies, isolates, and analyzes problems utilizing knowledge articles and standard operating procedures (SOPs).

  • Provides first contact and incident resolution to customers with service issues; including engagement with customers via telephone support as well as electronically submitted requests

  • Provides polite and customer friendly service support for problem resolution

  • Attempts to resolve incidents during the first contact with customer. Efficiently escalates incidents to higher tier when required

  • Documents incident status and solutions in incident database tools

  • Possesses current working knowledge of computers, printers, laptops and common windows applications

  • Works with higher tier to shift resolution task to tier I where applicable

  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

  • Monitor, triage, and escalate infrastructure-monitoring alerts on appropriate networks

  • Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software

  • Initiate Outage/Degradation of Service process

  • Monitor Change Management requests and take appropriate action for closure

  • Alert management to recurring problems and patterns of problems

Required Qualifications:

  • Active Top Secret clearance and the ability to be upgraded to TS/SCI

  • Able to obtain a DoD 8570 IAT Level II certification within 60 days from start of employment

  • Bachelor of Science Degree in related field OR equivalent experience in lieu of degree.

  • 1+ year of work experience

  • Working knowledge of cloud technologies including provisioning and monitoring

  • Working knowledge of common operating systems: Windows or UNIX/Linux

  • Basic understanding of Networking concepts and Cloud technologies

Desired Qualifications:

  • Active TS/SCI clearance

  • DoD 8570 IAT Level II certification

  • Experience with ServiceNow ticketing system

  • Foundational Cloud certifications

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About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.