Service Desk Technician - Enterprise Service Desk (AV/VTC Support Focus)

Advance how our customers operate while you advance your career. Join GDIT as a Network Administrator and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

The Service Desk Technician will be responsible for providing exceptional support to end-users in an enterprise environment, with a particular focus on Audio-Visual (AV) and Video Teleconferencing (VTC) systems. This technician will serve as a first point of contact for AV/VTC-related issues, managing service desk tickets and troubleshooting problems related to Cisco VTC systems, including Cisco Expressway Center, Expressway Edge, Cisco Media Services, and Cisco Media Manager. The technician will work in a fast-paced environment, ensuring timely resolution of tickets while maintaining high standards of customer service.

MEANINGFUL WORK AND PERSONAL IMPACT
As a Network Administrator, the work you’ll do at GDIT will be impactful to the mission of U.S. Army Europe. You will play a crucial role in supplying mission command support.

• Enterprise Service Desk Support: Manage, prioritize, and resolve service desk tickets in a timely and efficient manner, ensuring minimal disruption to end-users and business operations. Tickets related to AV/VTC systems will take priority when needed.
• AV/VTC Troubleshooting: Provide first-line troubleshooting and resolution for AV and VTC system issues, including hardware malfunctions, video/audio quality issues, connectivity problems, and software-related concerns within the Cisco environment.
• Cisco VTC System Management: Offer support for Cisco-based AV/VTC infrastructure, including Cisco Expressway (Center and Edge), Cisco Media Services, and Cisco Media Manager, ensuring proper configuration, maintenance, and performance.
• User Support and Training: Guide end-users on using video conferencing systems; provide troubleshooting steps, and offer training or documentation on how to use AV/VTC equipment and software effectively.
• Collaborate with Internal Teams: Work closely with network and systems teams to escalate complex issues, ensuring a seamless integration of AV/VTC systems with the larger enterprise IT infrastructure.
• Documentation and Knowledge Base Management: Document all service desk tickets and resolutions accurately. Contribute to the development and maintenance of knowledge base articles related to AV/VTC issues, providing users with self-help resources.
• Incident Management and Reporting: Track recurring issues, identify trends, and provide management with regular updates on ticket status, including AV/VTC system performance and user feedback.
• Service Improvement: Assist in identifying opportunities to improve AV/VTC service processes, including recommending changes to enhance the user experience or reduce common technical issues.
• Customer Service: Provide exceptional customer service by maintaining clear communication with end-users, ensuring they are kept informed of ticket statuses, and offering proactive solutions to minimize service disruptions.

WHAT YOU’LL NEED TO SUCCEED
Bring your technology expertise and drive for innovation to GDIT. The Network Administrator must have:

• Education: High School Diploma
• Experience: 1+ years of related experience
• Technical skills: Service Desk Expertise: Proven experience working in an enterprise service desk environment, with a strong focus on managing and resolving service desk tickets efficiently and effectively; Cisco AV/VTC Support: Hands-on experience supporting and troubleshooting Cisco AV/VTC solutions, particularly Cisco Expressway (Center and Edge), Cisco Media Services, and Cisco Media Manager; Technical Troubleshooting: Proficient in diagnosing and resolving issues with AV/VTC hardware, video conferencing software, and associated network infrastructure; User-Facing Communication: Strong communication skills, with the ability to explain complex technical issues to non-technical users and provide clear instructions or solutions; System Monitoring: Familiar with monitoring AV/VTC systems to ensure uptime, quality, and performance, and able to respond quickly to service disruptions; Collaboration and Escalation: Ability to work effectively with internal teams (network, infrastructure, and systems administrators) to resolve more complex issues and escalate as necessary; AV/VTC System Knowledge: Solid understanding of Cisco’s AV/VTC architecture and configuration, with the ability to identify and troubleshoot common problems; Ticketing Systems: Familiarity with service desk ticketing tools like ServiceNow or other IT service management (ITSM) platforms.
• Security clearance level: Secret Level Security Clearance
• US citizenship required
• Role requirements: Must possess a DoW 8570 IAT Level II certification

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.

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