REQ#: RQ74877 Customer Services and Information Technology Officer, with Polygraph (Open)
Travel Required: None
Requisition Type: Regular
Customer Support Information Technology Officer 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 Support Information Technology Officer (CSITO) joining our team to support Government activities at Herndon, Virginia.
At GDIT, people are our differentiator. As a CSITO supporting the customer, you will be trusted to provide Tier 1 Service Delivery for Incident responses and . In this role, a typical day will include:
Work in a collaborative environment with other CSITOs
Interact with customers to provide Tier 1 support
Enter Incidents and resolutions in ServiceNow
Minimum of 10 years directly related work experience in a technical help desk position supporting Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment
Knowledge of multiple desktop programs, configuration and debugging techniques
Detailed oriented as well as excellent oral and written communication skills
Sound problem resolution, judgment, and decision-making
Experience with TCP/IP and general networking issues
Experience providing superior customer service and support
Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure
Strong interpersonal and organization skills, successful in working both independently and in a team environment
Strong troubleshooting skills
Experience excellent listening and writing skills
Help Desk/O&M experience
Ability to work independently; and manage multiple task assignments
Excellent verbal and written communication skills
Demonstrated experience with Service Now or IBM Tivoli Service Request Manager
Demonstrated experience with monitoring tools and creating metric reports
Demonstrated ability to describe how to use an application, system, etc.
Experience with data mining tools (i.e., Splunk)
Experience with monitoring tools (i.e., Nagios)
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.
Develops advanced technical solutions for the management of software, hardware, configurations, and architectures. Provides interpretation to systems matters that are highly complex in nature.
Provides troubleshooting support for system hardware and software issues that are highly difficult in scope.
Develops training materials for end user training on the proper use of hardware and software.
Develops implementation plans for basic software installations and upgrades to operating systems and layered software packages.
Advises less experienced personnel on the monitoring and tuning of systems to achieve optimum performance levels.
Advises less experienced personnel on workstation/server data integrity matters and the implementation of standard software and hardware solutions.
Leads complex data/media recoverability following a schedule of system backups and database archive operations.
Use advanced techniques in hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.
Helps to develop performance and security plan for computer systems that meet the needs of network users. Provides guidance to less experienced personnel.
Recognized subject matter expert in job area typically through advanced education and work experience. Establishes operational plans. Manages large projects which will have medium to large impact on the company. Problems faced are difficult and often complex. Work performed is critical to the organization.
Uses advanced knowledge in evaluating and assessing existing network systems and planning long-term strategies.
May coach and review the work of less-experienced professionals.
May serve as a team or task leader. (Not a people manager)
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 10+ years of experience