Respond, track and follow-up to telephone, email and team member requests for support
The GDIT technician will begin each workday with a review of all open service requests and prioritize based on DoDDS-E mission requirements and Educational Technician feedback.
These informal meetings will take place on a daily basis to identify open action items, set work priorities, and ensure that the GDIT Team's immediate goals align with DoDDS-E objectives.
GDIT Team members will coordinate with staff at the earliest possible time to schedule all future action items. Scheduled outages, system preventative maintenance or any item that requires future coordination will be scheduled in accordance with DoDDS-E mission requirements to ensure disruption of educational activities.
Enter support requests in tracking system, triage request and coordinate with appropriate Tier 2 support personnel
Provide support to end users on a variety of issues
Assist users with all system capabilities such as: office programs, scanning, printing, digital rights management, file recovery,
Document and track user account creation, termination requests, reset requests, etc
Assist users with system policies such as: session timeouts, password complexity, and mandatory change .
Associates Degree in a technical discipline, or the equivalent combination of education, technical training, or work/military experience.
1-3 years of directly related experience supporting help desk operations or customer service.
Mandatory Requirements (Conditions of Employment):
DoD Clearance: - DoD Active Secret Clearance or Secret Clearance Eligibility
DoD 8570 Level II – All Candidates must meet DoD 8570 level II. This means that they must possess at a minimum (or can get prior to starting) the following certification:
CompTIA Security+ CE
Higher level certifications that will work as well:
SCNP – Security Certified Network Professional
SSCP – System Security Certified Practitioner
CISSP – Certified Information Systems Security Professional
SCNA – Security Certified Network Architect
GISO – GIAC Information Security Officer
GSE – GIAC Security Expert
Experience working with people
Ability to verbally describe how to use an application, system, etc.
Experience working with monitoring tools and creating metric reports
Help Desk/O&M Experience
Strong interpersonal and consultative skills
Excellent and demonstrated listening skills
Excellent and demonstrated verbal and written proficiency in English
MS Windows and Office experience
Strong organizational, prioritization, time and resource management skills
Ability to execute tasks in a high-pressure, constantly changing environment with tight deadlines
Strong troubleshooting; use of SCCM, ActiveDirectory
Ability to learn quickly and independently
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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.