Service Desk/Field Service Technician (TS/SCI - Multiple Locations Oahu, HI)

GDIT is seeking candidates to support the US Army Intelligence and Security Command (INSCOM). Under the I2TS 3 task order, INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOM's mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its information technology (IT) networks worldwide.

Principal Duties and Responsibilities:

An I2TS 3 Service Desk Specialist:

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

• Provides polite and friendly customer service

• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required

• Documents incident status and solutions in incident database tools.

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

• Works through various types Tier II issues with telephone assist

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

• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support

• Possesses comprehensive knowledge of desktop operating systems and applications

An I2TS 3 Field Service Technician will:

• Provide Tier I and II support at remote field and garrison sites

• Perform server and desktop installation, basic cabling

• Perform systems administration of desktop and server systems connected to local and wide area networks

• Provide desktop system management involving account monitoring, security, operating system (OS) installation, and other local area system administration related functions

• Be capable of running an entire remote site by themselves with demanding customers in austere or garrison locations

• Maintain and load cryptographic device and keys

• Perform troubleshooting, maintenance, and repair on many types of hardware and software

• Provide advice and training to end users

• Troubleshoot, maintain integrity and configure network components along with implementing operating systems enhancements to improve reliability and performance

• Set up administrator and service accounts and maintain system documentation

Desirable Skills / Experience:

• Service Desk:

  • Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc. 

  • Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success. 

  • Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

• Field Service Technician:

  • Knowledge of the principles, methods, and techniques used in network administration and support

  • Knowledge of related hardware and software

Education Required:

• High School diploma/GED with 8-years of related experience, or Associate's degree with 6-years of experience, or Bachelor's degree with 4-years of experience

Certification(s):

• DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract

• Required Baseline/Security Environment Certification: CompTIA Security+ CE or equivalent

• Desired Computing Environment Certification: Microsoft Windows 10, or Microsoft Server 2012, or Microsoft Certified Technology Specialist (MCTS)

Security Clearance:

• TS/SCI required

Additional:

• Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract

• Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity

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