Senior Tier III Administrator

GDIT is seeking a Senior Tier III Administrator to provide support to Defense Information Systems Agency (DISA) Global Video Services (GVS) business area to enable the integration of video services into the Department of Defense.This position is a combination of remote (20%) and onsite (80%) support in Fort Meade, MD or Chantilly, VA.  The Tier III support team provides daily coverage, 8:00am-5:00pm local time, Monday-Friday and may be asked to provide emergency/on-call Problem and Break-Fix support after hours. 

MEANINGFUL WORK AND PERSONAL IMPACT
As a Tier III Administrator, you will work closely with your team and Lead to provide vital technical support for the integration of Global Video Services (GVS) such as Pexip into Microsoft 365 Teams.

• You will resolve escalated issues, provide end-to-end support, and improve operational processes through documentation and standard operating procedures.
• You will oversee incident response, collaborating with users and other support teams to diagnose and resolve complex issues, maintaining high availability and security of video services.
• Your role will also encompass developing and maintaining weekly and monthly metrics reporting, providing comprehensive helpdesk metrics, and managing ad hoc support requests. 
• Provide technical support via phone and/or email to local and off-site users. 
• Analyze and respond to incidents, determining the level of support required. 
• Collaborate with users to diagnose problems, investigate causes, and recommend solutions. 
• Resolve issues within specific SLAs or escalate to the appropriate service level queue for resolution. 
• Review incidents and incident database to ensure efficient problem resolution. 
• Coordinate with internal support staff and/or vendors to resolve problems and follow up with end-users and customers to ensure timely resolution. 
• Process tickets received from the Tier II support desk to resolution and escalate appropriate tickets to Tier IV. 
• Provide end-to-end support for GVS and Secure-Video Teleconferencing (S-VTC) related issues. 
• Develop and maintain documentation for Standard Operating Procedures (SOPs) and incident resolution scripts. 
• Support occasional weekend maintenance windows conducted by Tier II personnel. 
• Prepare and submit After Action Reports (AAR) in accordance with Operations and Command guidance. 
• Collaborate with internal teams and external vendors to resolve technical issues and participate in support-related meetings. 
• Coordinate enhancement capability schedules with the government Project Office/Lead. 
• Provide reach back to Microsoft Office365 Microsoft product groups and developers Develop plans and strategic communications for announcing capability enhancements and schedules. 

What YOU’LL NEED TO SUCCEED (Required)Bring your technical expertise along with a drive for innovation to GDIT. The Senior Tier III Administrator must have:Education: Bachelor’s Degree in Computer Science or related field.Clearance: Active Secret security clearance.Certification: CompTIA Security+ or similar for IAT Level II DoD 8570 certification Experience: 6+ years of related experience.

• Expertise in developing, maintaining and contributing to technical and process documentation.
• Experience with M365 Teams Experience with administering and troubleshooting systems deployed in DoD Cloud Environments (IL4/IL5/IL6), including MS Office 365, and classified and unclassified networks.
• Expertise in Pexip, Vidyo, or other video conference platforms.

• Excellent customer-facing skills. 

• Ability to thrive in a highly collaborative, fast-paced, growth-focused environment. 

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

• Growth: AI-powered career tool that identifies career steps and learning opportunities.
• Support: An internal mobility team focused on helping you achieve your career goals.
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off.
• Community: Award-winning culture of innovation and a military-friendly workplace.

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.