Independently provides advance level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.
Troubleshoots system hardware and software specific issues that are moderate to high complexity in scope.
Trains end users on the proper use of hardware and software.
Performs advance software installations and upgrades to operating systems and layered software packages.
Monitors and tunes the system to achieve optimum performance levels.
Ensures workstation/server data integrity by implementing standard software and hardware solutions.
Independently ensures data/media recoverability by following a schedule of system backups and database archive operations.
Conducts advance hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.
Ensures that performance and security of computers meet the needs of network users.
Applies practical knowledge of job area typically obtained through advanced education and work experience. May provide guidance to less-experienced personnel.
Evaluates existing systems and assists with planning long-term strategies.
May coach and review the work of less-experienced professionals.
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience
Program Specific Requirements:
Provides in-depth support and problem resolution for information technology products, access administration and/or applications. Interacts with users to troubleshoot and resolve hardware, software and performance problems for customers using mainframe, LANs, PCs and printers. Analyzes and levies customer requirements to the appropriate technical business unit, and may serve on teams installing software upgrades.
Primary duties include:
Responsible for providing timely and dependable desktop and access administration support as well as problem resolution within the team.
Interact with customers on-site in response to IT requests and problem resolution.
Resolution of technical issues relating to multiple operating environments and various hardware issues (repair, reconfiguration, installation); and issues with both the standard suite of customer applications and configurations.
Work closely with customers’ IT needs and/or problems to ensure they are diagnosed and resolved in a timely fashion, while ensuring appropriate security standards and procedures are employed.
Coordinate projects with appropriate service providers and customers, identify/resolve project issues, and keep customers/project team members informed of projects’ statuses.
Provide customers access to project-specific applications, databases and shared files; process requests using the customer’s ticketing system; verify accesses; obtain approvals, and serve as a liaison between users and other support offices to resolve/fulfill IT and access administration problems/requirements
Perform the physical setup and configuration of desktop hardware and software, as needed.
Required and Preferred Skills and Qualifications:
Thorough knowledge of Windows based PCs and common peripherals
Thorough knowledge of customer workgroup environment desktop hardware and its standard application suites (e.g., Microsoft Office, etc.)
Ability to identify and resolve technical problems
Excellent interpersonal and customer service skills
Considerable knowledge of standard desktop hardware and software
Ability to successfully plan, coordinate, track and execute multiple tasks with competing priorities
Knowledge of information security technologies and security guidelines
Strong troubleshooting skills
Experience with SIP and PBX technology
Ability to explain rules, procedures and technical information clearly and accurately, both verbally and in writing
Ability to work independently and in a team environment with minimum supervision
Demonstrated ability to follow-through on assigned tasks
Ability to execute multiple tasks in an independent manner
Knowledge of server administration, maintenance, and user account management
Willingness to get hands dirty, move equipment and capable of lifting 20lbs.
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.