Provide software support to include remote and at-the desk installation troubleshooting and remediation of end-user software requests in a customer service oriented, team environment
Estimated work load:
~11,653 end-user workstations
~126 requests per month over 4 networks (NIPRNET, SIPRNET, JWICS, StoneGhost)
~917 software titles
~5-7 software packages per month for the application catalog
Lead installation, troubleshooting and demolition actions required by internal and external agencies and work with vendors/original manufacturers for additional support needed
Monitor, open, assign, update and close tickets on up to 4 separate ticketing systems
Troubleshoot assigned tickets using Standard Operating Procedures (SOPs) outlined at division level, to include weekly updates of trouble tickets
Install desktop software
Provide desktop support at the customer's location as required, such as adding workstations to the domain, troubleshooting hardware issues, installing drivers; desktop support includes Windows and Red Hat Linux workstations and mobile computing (i.e. laptops and tablets)
Coordinate with other duty sections such as hardware technicians and software administrators when additional Level II or Level III support is required
Physically or remotely log into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists
Assist Air Force Network (AFNET) Enterprise Service Desk (ESD) with resolution of Remedy trouble tickets
Prepare approved software for deployment through the SCCM software application center. For Software (SW) titles not compatible with remote deployment technology, provide clear and precise installation instructions to the SW License manager.
Comply with Cybersecurity Certificate to Operate (CTO) processes
Provide documentation for all SW deployment packages
Follow all Branch SOPs outlined at division levels for SW deployment packages, to include patch management process outlined with Network Operations
Update existing SW deployment packages when cybersecurity vulnerabilities are identified
Work with the customer SW License Manager to track all licensed SW
Maintain software file share
Package software for the customer Application Catalog for SIPRNET and JWICS
Utilize the customer trouble ticket tracking system (Microsoft System Center Service Manager) and the Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track all customer requests
Interface with external IT support agencies
Provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month
Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
5-8 years of directly related experience in systems administration and analysis.
Information Assurance Technical (IAT) Level II certification as required by Department of Defense (DoD) Directive 8140.01 (previously 8570.01-M). i.e. CompTIA Security+
" 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.