Field Service Technician / Deskside Support - Systems Administrator, Senior

Check out this great opportunity to join one of GDIT’s fastest long-standing growing programs!  US Battlefield Information Collection and Exploitation Systems eXtended (US BICES-X) is a cutting-edge program supporting DoD intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team.  We are seeking a Systems Administrator that can work independently – please read below!

Responsibilities:

• Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals.
• Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software.
• Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals.
• Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Connects and configures IT devices to use computer networks.
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Provides software support for user applications, including basic to advanced software operations and general use of computers and peripherals.
• Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Document all user requests and actions taken in ServiceNOW ticketing system.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
• Ability to work well under pressure and to meet deadlines as needed.
• Re-images desktops and laptops, as needed, and deploys new equipment to end users.
• Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints.
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory.
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals.
• Follows set policies and procedures when assisting clients to ensure proper handling of requests. Supports continuous improvement in the process and quality of the operations.
• Identify and execute process improvements and other enhancements that improve operational efficiency.
• Develops end-user documentation and instructions. Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support.
• Maintains a professional attitude and appearance always providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed.
• Assist users in accessing and using IT systems. Provide user education and training in basic hardware and software functions.
• Utilization of a ServiceNow based ticketing database to track, update and resolve break/fix incident tickets and in fulfilling new requests submitted and tracked as Demands and RITMs.
• Participate in special projects as required.

Qualifications

Required Qualifications:

• 5+ years of experience is required.
• BA/BS degree or equivalent work experience
• Must possess and maintain a TS/SCI Clearance.
• Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges.
• Technical support experience in current desktop, laptop computers, and printers.
• Experience in various operating systems to include Windows 10 and Microsoft Office suite.
• Knowledge in Voice and VTC installation and support.
• Excellent troubleshooting capabilities.
• Experience using ticketing system (ServiceNOW).
• Strong customer service and end user equipment support skills.
• Strong written and oral communications.
• Ability to handle multiple competing priorities in a fast-paced environment.
• May be required to work evening, weekend, and holiday hours as required to support critical mission.
• Depending on job assignment, additional specific certifications may be required.

Preferred Qualifications:

• Must have or obtain Windows 10 MD-100 certification within 30 days of hire