Service Desk

Clearance Level
Top Secret/SCI
Category
Systems Administration
Location
Virginia Beach, Virginia

REQ#: RQ103601

Travel Required: Less than 10%
Requisition Type: Regular

Overview 

ARMA-Global is currently pursuing qualified candidates in support of a USSOCOM Specialty Services contract.  USSOCOM has a requirement to provide enterprise-wide information technology service and distribution to USSOCOM and all of its respective components and Theater Special Operations Commands (TSOCs) through a more modern, flexible, scalable, performance-based service management and delivery framework known as Special Operations Forces Information Technology Enterprise Contracts (SITEC). 

 

Company Overview 

ARMA-Global is a full service integrator focused on both government and commercial clients. We bring extensive, real-world experience in overseeing the design, implementation, execution and ongoing support of domestic and international programs. With the mounting global complexity of the war on terror, ARMA-Global prides itself in providing creative solutions to client challenges. Our customers and industry partners appreciate the flexible solutions ARMA-Global provides through tightly integrated core lines of business. 

 

Position 

Service Desk - Lead 

 

Location 

Virginia Beach, VA 

 

Responsibilities  

Supervises and is responsible for Tier I, Tier II telephone support to end user community on hardware, software, network related questions, and use. Troubleshoots and handles issues, requests or problems with operating systems, applications and remote access for the end-user community. Defines and classifies level, priority and nature of problem, request and/or issue. Responsible for opening, tracking and closing trouble tickets that ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned. Must possess a wide range of technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Manage the Incident and Change Management System.  

 

• Coordinates priorities with numerous functional areas to ensure timely completion 

• Acts as the primary interface for both internal and external costumers 

• Performs intense troubleshooting and problem resolution for multiple locations and networks 

• Manage user accounts in Microsoft Windows 2008R2/2012R2 Server environment 

• Support both classified and unclassified networks 

• Modifies group membership, user profiles, utilizes SCCM, Active Directory, and Exchange to troubleshoot 

• Create e-mail accounts, distribution lists and manage local and global groups 

 

Knowledge, Skills and Abilities 

  • Requires strong communication and excellent customer service skills. 

  • Is competent in the entire range of applications software, hardware, operating system software, networking and systems documentation support issues. MS Server 2008R2/2012R2, MS Windows 2007SP1/8.1 Operating Systems. 

  • Can effectively provide direction and guidance to less experienced staff 

  • Must be able to interpret user comments, identify problems and provide timely resolution, often on complex technical issues 

  • Detail oriented and organized; able to understand information systems and ensure accuracy of work 

  • Reviews the work of others and is able to detect errors or needed modifications 

  • Is able to identify and resolve problems or help desk inadequacies 

  • Has full technical knowledge of all phases of information systems operations 

 

Security Requirements 

  • Must have a Top Secret-SCI security clearance or be able to obtain a SCI (TS/SCI) 

 

Physical Demands 

  • Lift over 35 lbs. 

 

Work Environment 

  • Work environment is business casual, work is performed in an office setting.  

  • Occasional and intermittent travel for official purposes is required.  

 

Education and Certification Requirements 

  • AA/AS or equivalent +6  yrs. of Service Desk Operations experience  

  • Help Desk Institute (HDI) Certification or equivalent required 

  • ITIL v3 Certification preferred 

  • DoDI 8570.01M Certification required 

This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.

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.