Individual in this role shall perform the following functions in support of our Air Force customer:
Provide software support to include remote and at-the desk installation troubleshooting, and remediation of end-user software requests in a customer service oriented, team environment
~11,653 end-user workstations
~126 requests per month over 4 networks (NIPRNET, SIPRNET, JWICS, StoneGhost)
~917 software titles
~5-7 software packages per month for the application catalog
Lead installation, troubleshooting and demolition actions required by internal and external agencies and work with vendors/original manufacturers for additional support needed
Monitor, open, assign, update and close tickets on up to 4 separate ticketing systems
Troubleshoot assigned tickets using Standard Operating Procedures (SOPs) outlined at division level, to include weekly updates of trouble tickets
Install desktop software
Provide desktop support at the customer's location as required, such as adding workstations to the domain, troubleshooting hardware issues, installing drivers; desktop support includes Windows and Red Hat Linux workstations and mobile computing (i.e. laptops and tablets)
Coordinate with other duty sections such as hardware technicians and software administrators when additional Level II or Level III support is required.
Physically or remotely log into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists
Assist Air Force Network (AFNET) Enterprise Service Desk (ESD) with resolution of Remedy trouble tickets
Work with the NASIC SW License Manager to track all licensed SW
Maintain software file share
Package software for the NASIC Application Catalog for SIPRNET and JWICS
Utilize the customer's trouble ticket tracking system (Microsoft System Center Service Manager) and the Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track all customer requests
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
5-8 years of directly related experience supporting help desk operations.
DoD 8570.01-M IAT Level II certification. i.e. Security plus (Security+)
Minimum of five years' experience performing Microsoft administration and an understanding of networks and network infrastructure fundamentals.
Ability to lift up to 40 pounds.
Proven ability to balance, prioritize and organize multiple tasks.
Proven ability to resolve problems efficiently and effectively while recognizing customers' competence levels and approaching each level appropriately.
Able to utilize standard Active Directory and UNIX based commands.
If you are interested and having difficulty applying, please send resume directly to Robert.Cellich@gdit.com
" 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.