Service Desk Specialist - TS/SCI clearance required

Clearance Level
Top Secret/SCI
Category
Help Desk
Location
Fort Bragg, North Carolina

REQ#: RQ130586

Travel Required: Less than 10%
Public Trust: None
Requisition Type: Regular

GDIT is seeking candidates to support the US Army Intelligence and Security Command (INSCOM). Under the I2TS 3 task order INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOM's mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its information technology (IT) networks worldwide.

Principal Duties and Responsibilities:

An I2TS 3 Service Desk Specialist (Help Desk Technician):

  • 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

  • Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.

  • Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to TierII/TierIII admins.

  • Provide support for implementation, troubleshooting and maintenance of IT systems.

  • Manage IT system infrastructure and any processes related to these systems

  • Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.

  • Provides polite and friendly customer service

  • Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to 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 I 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

Skills / Experience:

  • 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 Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

  • Knowledge of the principles, methods, and techniques used in network and systems administration and support

  • Knowledge of related hardware and software

  • NOSC support experience, including problem resolution and incident tracking

Education:

  • High School diploma/GED with 8-years of related experience, or Associate's degree with 6-years of experience, or Bachelor's degree with 4-years of experience

Required Certification(s):

  • DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract (Microsoft MTA or equivalent)

  • Required Security Environment Certification: CompTIA Security+ CE or equivalent

  • Please note that certifications requirements are subject to change based on contractual requirements

Security Clearance:

  • TS/SCI required

Additional:

  • Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract

  • Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity

  • Service Center/Help Desk employees will need flexibility with hours and scheduling including nights/weekends/holidays. This a 24/7/365 Service Center.


 

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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.

COVID-19 Vaccination

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.