Leads User Support team for the Defense Stockpile Management System. Serves as the central focal point for all communications with external customers and, working closely with System Administrators (SA) and software developers, to provide seamless support to all users. Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software.
Providing immediate support on all nuclear weapons accountability issues identified by users
Providing business hour network monitoring, and 24/7 call-in support (on-call support on weekends and after normal business hours of 0500-1900 EST)
Ensuring all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users entries, as well as, determine if there are sufficient controls to escalate issues according to priority
Developing DIAMONDS applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials, and conducting training either on-site or over-the-phone.
Providing technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions
Accessing databases using Toad for Oracle and Oracle SQL Plus to research and rectify nuclear weapons accountability issues
Providing system updates and statuses to Government leadership via daily stand up meeting with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed
Operating and maintaining the necessary procedures, hardware, network connections, and software required to monitor all DSMS systems and trouble tickets from users
Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; walk customers through problem-solving process; follow up with customers to ensure issue has been resolved
Performing user account management per the Account Management Plan
Collecting and evaluating incident reporting practices and operations.
Managing IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
May coach and review the work of less-experienced professionals.
May serve as a team or task leader. (Not a people manager)
BA/BS (or equivalent experience)
5+ years of experience
DoD TS Clearance
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.