A DSS Systems Administrator is responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders and other peripheral devices within the Department of State consolidated Bureaus.
Duties and Responsibilities:
Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.
Analyze, evaluate and test software and hardware in response to issues identified by customer.
Support in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilities.
Mitigate identified security issues.
Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved.
Prepare and maintain activity and progress reports regarding support activities.
Act to coordinate activities across support agencies to delivery support service to customer. Manage and track escalations to ensure timely resolution of customer issues.
Contribute to identifying improvements in the support of hardware, software or infrastructure related services.
Work to meet program service level agreements (SLA's) to resolve customer issues.
Provide one-on-one and small group training in the use of application (COTS & GOTS) and devices to new users and IT Mart visitors.
Install, configure and troubleshoot microcomputer hardware and software systems, to include servers.
Install, configure, and troubleshoot peripheral devices such as, card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
Conduct diagnostic troubleshooting and repair for microcomputer devices
Install hardware and software application on a myriad of computer devices
Desired Skills or Experience:
Strong customer service and communication skills (both written and verbal)
Excellent interpersonal skills, especially ability to listen and understand what is being described
Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
Experience providing Tiers 1 and 2 technical support with hardware and software.
Excellent attention to detail.
Strong working knowledge of computer terms.
Customer service operations experience.
5 years of related experience.
Education and Clearance:
Associate's degree or equivalent experience
Must be US Citizen and clearable; Secret clearance (or higher) a plus
One or more industry standard certifications- A+, Security+, Network+; etc.
Ability to lift and move 30 lbs. of equipment
About Our Work
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 does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.