Customer Services and Information Technology Officer, with Polygraph (Shift Work)

Job Description

Customer Services and Information Technology Officer - IT Operations Monitor
We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

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 that we can’t turn into opportunity. And our work depends on a Customer Services and Information Technology Officer joining our team to support Government activities at Tysons, VA.

At GDIT, people are our differentiator. As a Customer Services and Information Technology Officer supporting the customer, you will be trusted to provide critical IT solutions and excellent customer service.

The Schedule is as follows:
 

Week 1: Thursday, Friday, Saturday, 12 hours each day 5:30AM - 5:30PM
Week 2: Wednesday,Thursday, Friday, Saturday 12 hours each day, 1 day will be 8 hours.

In this role, a typical day will include:

• Working with a dedicated, highly skilled team of professionals
• Resolving critical IT-related issues that negatively impact the mission
• Lending expertise and institutional knowledge to less experienced team members to improve the overall excellence of the team
• Primary Customer point of contact for all related technical issues
• Responsible for supporting operating systems and agency network systems.
• Provide customer support service requiring broad technical troubleshooting skills.
• General duties include; collecting, logging and implementing customer requirements/work orders, installation of desktop (and some server) hardware and peripherals, problem troubleshooting and customer support service support on all issues and problems related to the network and related elements (i.e., Microsoft XP, Microsoft Office, Windows 7, Lotus Notes, etc.)Provides a total customer support service as a single point of contact for all issues relating to IT and IS services for a particular customer
• Answer users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Oversee the daily performance of computer systems.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Update and communicate with users about problem progress.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Monitor events and perform corrective actions according to documentation.
• Escalate incident reports to required groups and monitor as defined in SLA.
• Collaborating with team members to identify process improvements

REQUIRED QUALIFICATIONS:

• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Minimum of 8 years related experience.
• Technical Skills: Experience troubleshooting both software and hardware IT-related issues, excellent customer service, IT ticketing system experience
• Strong customer service skills
• Vegas Application experience / System Monitoring
• Security Clearance Level: Top Secret/SCI with Polygraph

DESIRED QUALIFICATIONS

• Incident Management, Escalation Management

WHAT GDIT CAN OFFER YOU

• Alignment to a mission-critical role that directly impacts the customer’s ability to effectively execute its mission.
• Direct engagement with contractor leadership that centers upon career development/mobility, enhanced performance evaluation, and corporate information sharing & networking opportunities.
• Placement on a dynamic team of talented professionals that organically fosters an environment of innovation, collaboration, and trust.

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

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