Senior Customer Support Technician - CDC

Clearance Level
None
Category
Field Engineering
Location
Atlanta, Georgia

REQ#: RQ105785

Travel Required: None
Requisition Type: Regular

GDIT is seeking a Senior Customer Support Technician who will provide desktop and senior level technical support for the Center for Disease Control and Prevention (CDC) in Atlanta, GA.  In this role, you will serve as part of a team of 50+ technical staff nationwide supporting the many onsite desktop support and video teleconferencing needs for CDC.  In addition to day to day user support, you will support CDC visitors in this a secure environment where visitors will work with you to set up equipment and presentations at CDC.
 
This position is for full time employment working normal day shift Monday - Friday and will be based at the CDC campus in Atlanta.   We are looking for a dedicated team player to provide a broad array of computer desktop services. This individual must be able to work effectively in responding to customer service request tickets during daily operations, with excellent technical and customer service skills. The ideal candidate must be able to successfully work in a Service Level Agreement/metrics driven environment for problem resolution.

Responsibilities:

- Provide technical and administrative support to include installation, maintenance, scheduling, and operational support of Meeting Management Technology; as well as on-site field support to customers for installation, and servicing and repairing of systems and equipment

- Provide tier 2 user support of various systems/equipment such as PC, Windows 10 OS, mobile devices - Android and iPhone, printers, MS Office365.

- Set up network printers, or new desktops and laptops

- Set up email profiles on mobile devices

- Provide desktop imaging and push out software updates using SCCM

- Set up users to the network, update network drivers, and add clients that run VPN over Citrix; escalate additional troubleshooting to tier 3 technicians

- Responds and follows-up on internal and external customer support problems.

- Applies problem analysis and solving skills critical in identifying, resolving or escalating issues to appropriate personnel/service area/
manager for follow up, testing and troubleshooting.

- Supports disaster recovery and adapts to various types of situations, clients and tools.

- Ability to work well under pressure and to meet deadlines 
- Performs analyses and prepares reports on system problem trends and issues.


Required:

  • High school diploma and 5+ years experience (or equivalent combination); experience to include hands-on desktop support / troubleshooting.

  • Experience working with IT hardware, software and equipment products

  • US Citizenship

Desired:

  • Senior level analytical skills

  • Windows 10 imaging

  • Windows encryption

  • A+ Certification is strongly preferred

  • Ability to patch/connect in fiber optic and copper cross-over cable uplinks for routers and switches as directed by the
    Data Network team

  • Optibase EZTV Viewer

  • Symantec Endpoint Protection

  • Flash Player/Shockwave Player

  • Java

Competencies:

  • Interpersonal skills to work with customers and other personnel

  • Excellent time management and organizational skills

  • Strong verbal and written communication skills

  • Analytical and problem-solving skills

  • Ability to resolve non-complex hardware and equipment problems

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.