Executive On-Call Support Technician

Clearance Level
Top Secret/SCI
Systems Administration
Springfield, Virginia
St Louis, Missouri

REQ#: RQ127608

Travel Required: None
Requisition Type: Regular

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can't turn into opportunity. And our work depends on TS/SCI level cleared Executive On-Call Support Technician joining our team to support our Intelligence customer in Springfield, VA and St. Louis, MO.

Job Description:

The UDS Executive On-Call Support Technician reports to the Tailored Desktop Support Team Lead.  The individual will work on a team that is responsible for providing dedicated 24x7 On-Call Support to NCE/NCW's Executive's who have IT equipment deployed at their residence.  This role requires the Executive On-Call Support team to not only provide remote troubleshooting to the NCE/NCW Executives but also entails traveling to the Executive's residence in the event remote troubleshooting fails to rectify an issue and touch labor is required.  

The technician will work on-site in Springfield, VA/St. Louis, MO when not responding in-person to on-call customer issues.  Their day-to-day duties will entail providing support to the Deskside Services Operations Team, who is responsible for the O&S of NCE/NCW's End User Devices; End user device equipment consists of workstations (thin and thick clients), monitors, KVMs, print, fax and scan devices, secure tablets and laptops, VoIP devices, Desktop VTCs (DVTCs), removable media, Personal IT (PITD) Devices, and associated accessories. The individual will also be responsible for helping fulfil Installation, Move, Add, Change, and Disposal (IMACD) service requests, and support the completion of special projects.

Primary Responsibilities:

  • Serve as the Dedicated On-Call Support Technicians to Executives with IT deployed at their residence.
  • Facilitate meetings and engage regularly with customers and members of senior leadership to:
    • address IT related questions or concerns
    • coordinate and plan emerging customer requirements
  • Deploy and sustain end user devices and associated accessories
    • Manage hardware in all stages including unpacking and setup of end user devices
    • Resolve IT incidents from cradle to grave, working closely with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contract
    • Install application software on end user device workstations via scripted install package
    • Inventory management of UDS deployed software and end user device
    • Network and locally attached printers
  • Provide user education and training in basic hardware and software functions
    • Create and maintain documentation and SOPs to train new employees
  • Utilization of a ServiceNow based ticketing database to track, update and close break/fix incident tickets and in fulfilling new requests via RITMs and Demands
  • Identify and execute process improvements and other enhancements that improve operational efficiency.

    Basic Qualifications:
  • TS/SCI Clearance w/ ability to obtain CI Poly
  • Knowledge in one or more of the following areas:
    • Workstations (thin and thick clients)
    • Monitors
    • KVMs
    • Print, Fax and Scan Support Services
    • Voice and VTC Support Services
    • Desktop Image Management
    • Virtual Desktop Infrastructure (VDI) Support Services
    • Home Directory and Profile Support Services
    • E-mail Support Services
    • Software Support Services
    • Domain Name Services (DNS)
    • Dynamic Host Configuration Protocol (DHCP)
    • Patch Management (Windows)
  • Excellent troubleshooting capabilities and strong communication skills
  • Strong work ethic and attention to detail
  • Strong organizational skills
  • Strong writing skills (document creation and management)
  • Strong time management skills and ability to work flexible schedules to meet job requirements
  • Ability to work independently on projects and/or tasks
  • Ability to move and lift computers, printers, monitors, and other hardware
  • Experience and/or knowledgeable with; Windows 7; Windows 10; Citrix; SMS; and SCCM
  • Technical understanding of Microsoft Office applications (Outlook; Word; Excel; PowerPoint; etc.)
  • Team player and willing to both share knowledge and learn from others to ensure team's success
  • Enthusiasm and ability to adapt to new and changing technologies
  • A+ Certification, N+ Certification, Security + or other DoD 8570.01M certification
  • Thin Client using Virtual Desktop Infrastructure (VDI) Technology
  • Thick & thin web-based applications
  • ITIL v3 Foundations
  • Technical writing

    Education & Experience:
  • Requires Bachelor's Degree or an equivalent combination of years of experience and education and 2+ years of prior relevant experience.


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.

COVID-19 Vaccination

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.