Manage and coordinate help desk activities supporting users at multiple service levels and at multiple locations across the region.
Provision and manage a help desk ticketing system, ensure that services are delivered in accordance with agreed upon service levels, and track performance metrics for help desk staff.
Manage escalation of issues across help desk service tiers and establish procedures for escalation.
Identify and communicate team or procedural performance issues to management and coordinate resolution.
Provide Tier 1, 2, and 3 help desk and customer support, responding to, tracking, and following-up on telephone, e-mail, and team member requests for support.
Responsible for being on-call off hours to resolve customer issues, and for coordinating occasional periods of 24 hour coverage with staff.
Relevant and related military or government experience managing a help desk and performing systems administration support is desired. A BS/BA in information technology or related industry training in performing systems administration support is preferred.
Candidates must be TS/SCI cleared. A current IAT II Certification is required at time of hire. Candidates should have at least one major industry certification (MCSE, CCNP, etc.)
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.