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.
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.
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.
TS/SCI Clearance w/ ability to obtain CI Poly
Knowledge in one or more of the following areas:
Workstations (thin and thick clients)
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
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.
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.