Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Determining the best solution based on the issue and details provided by customers
Training other staff members on troubleshooting and diagnosing problems
Writing, editing, and revising training manuals for new and updated software and hardware
Providing technical assistance for questions and problems
Resolving problems with networks and other computer systems
Diagnosing system errors and other issues
Following up with customers to ensure full resolution of issues
Provides polite and friendly customer service
Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
Documents incident status and solutions in incident database tools.
Possesses current working knowledge of computers, printers, laptops, and common windows applications
Works through various types Tier II issues with telephone assist
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
CM – COLTS Database SME
Must be high level COLTS user very experienced in all aspects of the database to include configuration and property management, maintenance work orders, shipments, requisitions, RMA module, and how they all relate to system configurations.
Highly proficient and knowledgeable in assembly configuration and hierarchy.
Familiar with COLTS structure manager tools to support Configuration Management requirements
Knowledge and experienced in reading engineering drawings as they relate to researching part numbers and part number changes to facilitate COLTS database updates/changes, and documents.
Experience with COLTS MWO processes and utilization throughout program fleet.
Knowledge of D-FAR, DPAS, Logistics and Warehouse Operations, Government Property Management, Working with CONUS/OCONUS teams all highly desirable.
Desirable Skills / Experience:
Previous working knowledge as a Technician for BETSS-C, HMDS, FMV, IBD-K, FP-Suite, JDOC, RDISS and ECP systems
Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
Interact with customers on a daily basis 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.
BA/BS with 5-8 years of experience. Additional years of experience may be considered in lieu of the degree. (12 total years of applicable experience in lieu of a degree.)
DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
Required Baseline/Security Environment Certification: CompTIA Security+ CE or equivalent
Must have an active and current US Secret security clearance and the ability to attain and maintain
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.