An I2TS 3 Service Desk Specialist (Help Desk Technician):
Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to TierII/TierIII admins.
Provide support for implementation, troubleshooting and maintenance of IT systems.
Manage IT system infrastructure and any processes related to these systems
Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.
Provides polite and friendly customer service
Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to 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 I issues with telephone assist
Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
Possesses comprehensive knowledge of desktop operating systems and applications
Skills / Experience:
Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
Perform Level I Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
Knowledge of the principles, methods, and techniques used in network and systems administration and support
Knowledge of related hardware and software
NOSC support experience, including problem resolution and incident tracking
High School diploma/GED with 8-years of related experience, or Associate's degree with 6-years of experience, or Bachelor's degree with 4-years of experience
1 Year DoD experience within total experience
Up to date Cyber Awareness and Computing Environment Certificate prior to the interview.
DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract (Microsoft MTA or equivalent)
Required Security Environment Certification: CompTIA Security+ CE or equivalent
Please note that certifications requirements are subject to change based on contractual requirements
Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
Service Center/Help Desk employees will need flexibility with hours and scheduling
About Our Work
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 does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.