Senior Systems Administrator

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can't turn into opportunity. Our work depends on TS/SCI level cleared Tier III Help Desk joining our team to support our Intelligence customer in D.C Metro area or St. Louis, MO.

Manages and administers complex information technology systems to ensure that system design and operation meets business needs. Provides guidance and experience on a project or program, serves as a team leader, and performs analysis of issues and risks. Provide support for implementation, troubleshooting, and maintenance of the legacy and new Customer systems. Isolate and resolve problems involving the applications, operating system, hardware, communications, other infrastructure, or any combination as needed. Hand-off problem reports to appropriate leads like Amazon/C2S, NGAESC, etc. Provides systems and account administration to support remote system service.

Job Description Summary:

• Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routine issues.
• Responds to inquiries received through tiered escalation
• Uses a Service+ to track questions and answers as well as enter orders.
• Responds to inquiries requiring a written response with the use of standard or form letters.
• Must be able to work nights, weekends, and Holidays.
• Customer service, call center or help desk experience.

• Provides 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
• Resolve the most complex issues at Tier III.
• Participates in special projects as required.
• Participates in program planning as required
• Maintains reporting of all service issues in Service +
• Working knowledge of AWS
• Works closely with operations leadership to communicate trends, patterns, concerns and issues in a timely manner
• Has a customer first focused approach to solving issues
• Experience working in a dynamic and challenging environment handling a wide variety of user issues
• Efficiently escalates incidents to higher level or vendor when appropriate.  
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• 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      

Qualifications

Required:

• 6 years of professional experience
• Bachelor's Degree in computer science, computer engineering, systems engineering or any related field/major or 6 additional years of experience in information technology in lieu of degree requirement
• Experience in troubleshooting, maintaining integrity and configuring network components along with implementing operating systems enhancements.