Service Desk Technician, Level 2 - TS/SCI required

GDIT is seeking candidates to support the US Army Intelligence and Security Command (INSCOM). Under the I2TS 3 task order INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOM's mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its information technology (IT) networks worldwide.

Principal Duties and Responsibilities:

An I2TS 3 Service Desk Specialist, Level 2:

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

• Provides polite and friendly customer service

• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required

• Documents incident status and solutions in incident database tools.

• Possesses current working knowledge of computers, printers, laptops, and common windows applications

• Works through various types of Tier II issues with telephone assist

• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support

• Possesses comprehensive knowledge of desktop operating systems and applications      

Desirable Skills / Experience:

• Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc. 

• Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success. 

• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

• Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot).

Education:

• High School diploma/GED with 8-years of related experience, or Associates degree with 6-years of experience, or Bachelor's degree with 4-years of experience

Certification(s):

• IAT II 8570 Baseline Certification -Sec+ CE or equivalent

• Computing Env: MTA 98-349, Windows Operating System Fundamentals

• Please note that certifications are subject to change based on contractual requirements

Security Clearance:

• TS/SCI required

Additional:

• Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract

• Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activities

• Travel may be required in support of customer's mission requirements

• Available to work 8x5, Mon - Fri between the hours of 0600-1800

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