Coalition Support Service Desk Technician

Please take this opportunity to join one of GDIT’s fastest long-standing growing programs!  US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting-edge program supporting DoD intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team.  You will be part of a dynamic team that is delivering a business-driven Enterprise Network to support BICES Global Enterprise Mission Support Services increasing performance, security, scalability, and stability while reducing costs and complexity resulting in increased supportability. 

Responsibilities:

• Provides polite, professional, and responsive customer service.
• Provides daily face to face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students and Host Nation Civilians.
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Attempts to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalates detailed incidents to higher Tier II or Tier III as required.
• Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Receives calls and works with remote customers offering professional and technically sound first call resolution when possible.
• Works support and incident requests received via phone and email and create tickets to track work and/or escalate the issues to a higher tier.
• Documents incident status and solutions using Service Now incident database toolset.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications.
• Interacts with customers daily to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success. 
• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

• 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. 
• Creates and maintains SOPs or other guides to assist with troubleshooting.
• Provides follow-up actions with customers to ensure resolution of incidents or requests.
• Remotely configures and upgrades computer software.
• Provides end-user software troubleshooting and support remotely.
• Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Analyzes customer needs to determine functional and cross-functional requirements.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Comprehensive knowledge of desktop operating systems and applications.
• Requires professional certification in one or more specific technologies, depending on job assignment.
• Will occasionally be required to perform networks, systems, information assurance and logistics duties.
• This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

Required Qualifications:

• 5 years of experience required.
• Bachelor’s Degree – may substitute additional years of experience.
• Must possess and maintain a Secret Clearance. 
• Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges.  Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate. 
• Must have good team working skills since this position entails coordinating with many different work centers.
• Must have good and professional customer relationship skills.

Preferred Qualifications:

• Experience supporting multinational customers preferred.
• Experience operating in deployed environments preferred. 
• ITIL Foundations v4 certification preferred.
• Additional specific certifications may be required, depending on job assignment. 
• The work is typically performed at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes, or equipment.