GDIT is seeking a Tier 3 Engineer to help an exciting new contract, Defense Enterprise Office Solutions (DEOS). NOTE: This position is contingent upon contract funding.
The Tier 3 Engineer responsibilities include but are not limited to:
Supervises support staff schedules and assigns support activities based on staff capability.
Provides technical support via phone and /or email to local and off-site users.
Analyzes and responds to incidents and determines the level of support required.
Collaborates with users to diagnose problems, investigate causes, and recommend solutions.
Resolves issues within the scope specified in specific SLA’s or escalates the calls to the appropriate service level queue for resolution.
Reviews incidents and incident database to ensure that problems are resolved efficiently.
Coordinates with internal support staff and/or with vendors to resolve problems.
Follows up with end users and customers to make sure that incidents are resolved in a timely manner.
Participates in meeting with support and operations staff and provides feedback on support related issues.
Supervises assigned technical support staff in support of networked and stand-alone computer users and systems.
Plan, priorities, and schedule help desk activities to ensure maximum issue resolutions in minimum time.
Develop and train help desk staff.
Analyze help desk activities and develop tools and process improvements to optimize service.
Supervises staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Active Top Secret clearance
DoD 8570 IAT II Certification (or comparable industry certifications)
BA/BS Degree OR equivalent experience in lieu of degree
8+ years of experience
Experience supporting Cloud Service Offering Environments
Experience providing technical support and troubleshooting to network, desktop, and/or systems hardware and software
The likely salary range for this position is $52,000 - $78,000. This is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
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.