Tier III Administrator
Fort Meade, Maryland
Business
Cloud Computing
Operations
Operations Processes
Technical Issues
REQ#: RQ227479
Public Trust: None
Requisition Type: Regular
Your Impact
Own your opportunity to support our nation's defense. Make an impact by connecting and securing critical operations across the globe, keeping our country safe and secure.
Job Description
MEANINGFUL WORK AND PERSONAL IMPACT:
As a Tier III Administrator, you will work closely with your team and Lead to provide vital technical support for the integration of Global Video Services (GVS) such as Pexip into Microsoft 365 Teams. You will troubleshoot, maintain operational processes, and enhance customer satisfaction by resolving incoming tickets. You will handle incident response, working directly with users and coordinating with other teams to diagnose and resolve technical issues. Your role also encompasses reviewing incident databases, developing and maintaining routine operational metrics reporting, and providing detailed helpdesk metrics.
- Provide technical support via phone and/or email to local and off-site users.
- Analyze and respond to incidents, determining the level of support required.
- Collaborate with users to diagnose problems, investigate causes, and recommend solutions.
- Resolve issues within specific SLAs or escalate to the appropriate service level queue for resolution.
- Review incidents and incident database to ensure efficient problem resolution.
- Coordinate with internal support staff and/or vendors to resolve problems and follow up with end-users and customers to ensure timely resolution.
- Process tickets received from the Tier II support desk to resolution and escalate appropriate tickets to Tier IV.
- Provide end-to-end support for GVS and Secure-Video Teleconferencing (S-VTC) related issues.
- Develop and maintain documentation for Standard Operating Procedures (SOPs).
- Support occasional weekend maintenance windows conducted by Tier II personnel.
- Provide reach back to Microsoft Office365 Microsoft product groups and developers
- Develop and maintain weekly and monthly operational metrics.
- Participate in meetings with operations staff to discuss support-related matters.
- Bachelor’s Degree and a minimum of 3 years’ experience.
Minimum of an active Secret security Clearance.
- CompTIA Security+ or similar for IAT Level II certification.
- Expertise in developing, maintaining and contributing to technical and process documentation.
- Experience with M365 Teams.
- Experience with administering and troubleshooting systems deployed in DoW Cloud Environments (IL4/IL5/IL6), including MS Office 365, and classified and unclassified networks.
- Ability to thrive in a highly collaborative, fast-paced, growth-focused environment.
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
- Growth: AI-powered career tool that identifies career steps and learning opportunities.
- Support: An internal mobility team focused on helping you achieve your career goals.
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off.
- Community: Award-winning culture of innovation and a military-friendly workplace.
- Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
Work Requirements
3 + years of related experience
* may vary based on technical training, certification(s), or degree
Less than 10%
U.S. Citizenship Required
Salary and Benefit Information
The likely salary range for this position is $114,750 - $155,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.
Our Identity Verification Process
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans