milCloud 2.0 Tier 1 Help Desk Technician (Top Secret required)

Clearance Level
Top Secret
Help Desk
Durham, North Carolina
Chantilly, Virginia

REQ#: RQ46403

Travel Required: Less than 10%

We are looking for a Help Desk Technician to support our milCloud® 2.0 Tier I Help Desk (24/7/365) and work from either our Durham, NC or Chantilly, VA office.

milCloud® 2.0 is a Defense Information Systems Agency (DISA) led program that connects commercial cloud service offerings to Department of Defense (DoD) networks in a private deployment model. This provides DoD mission partners the latest scalable cloud technology and operates at Impact Level 5 and 6 of the Cloud Computing Security Requirements Guide. milCloud® 2.0 works to improve availability and performance of datacenter services and reduces the DoD’s total cost of ownership for delivering infrastructure services.

The Help Desk Technician will troubleshoot/resolve technical problems and answer queries by telephone, Live Chat, or self-service ticket in support of internal and/or outside customers. Diagnoses, identifies, isolates, and analyzes problems utilizing knowledge articles and SOPs. The Help Desk Technician will also monitor, triage, and escalate infrastructure-monitoring alerts on appropriate networks.

PLEASE NOTE: The 8-hour Shift Schedule for this position is listed below, however, the future Shift's Days & Hours are subject to change. The Shift designation (Day) will remain the same.

Shift: Day
Days: Thursday - Monday
Hours: 7am-3pm

Task and responsibilities in this role include, but are not limited to the following:

  • Provides first contact and incident resolution to customers with milCloud 2.0 service issues; including engagement with customers via telephone support as well as electronically submitted requests
  • Provides polite and customer friendly service support for problem resolution
  • Attempts to resolve as many incidents during the first contact, or at Tier 1 level. Efficiently escalates incidents to higher Tier II or 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 II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
  • Monitor, triage, and escalate infrastructure-monitoring alerts on appropriate networks
  • Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software
  • Initiate Outage/Degradation of Service process
  • Monitor Change Management requests and take appropriate action for closure
  • Alert management to recurring problems and patterns of problems

Required Qualifications:

  • Must have an active TOP SECRET clearance
  • Associates Degree in Science or Arts
  • 3+ years of experience in IT related field
  • Hands-on experience providing technical support and troubleshooting to network, desktop, and/or systems hardware and software 
  • Willing to work designated Shift Schedule indicated above

Desired Qualifications:

  • 8570 Certification
  • ITIL experience
  • Experience with ServiceNow ticketing system
  • Working knowledge of cloud technologies including provisioning and monitoring

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.