Senior Desktop Support Technician

Clearance Level
Systems Administration
Bagram, Afghanistan

REQ#: RQ59784

Travel Required: 10-25%
Public Trust: None
Requisition Type: Regular

GDIT is searching for a Desktop Support Administrator to provide IT support services for on-site hardware and software and provide technical support for Govt employees. The selected candidate will be responsible for the following in support of the Defense Logistics Agency Enterprise Services Delivery Task Order and cover Bagram, Kandahar, HKIA, and FOS Fenty, Afghanistan on an as needed basis. Additionally, the candidate will be required to forward deploy with SATCOM systems (SNAP terminals) if tasked by the Government to support mission requirements.

Desktop Support Responsibilities

  • Create, manage, monitor, escalate, and resolve incident management tickets throughout their lifecycle.
  • Use SLAs, OLAs or other government documents, and coordinate the identification, establishment and updates of incident thresholds with each responsible functional team.
  • Document all incidents and the steps taken to resolve them. The tickets must be documented in the ITSM system (currently BMC Remedy).
  • Resolve IT Incidents assigned to their workload queues in accordance with the SLAs defined in Section 2.5, Table 3. 2
  • Incorporate other customer facing desktop support functions to include active directory, local network management, windows/system administration, application support, and software delivery functions.
  • Integrate, review, analyze, plan and recommend processes, improvements, and solutions required for the ESD project to the Government.
  • Optimize, develop and/or execute mutually agreed-upon capabilities to provide seamless IT service from cradle to grave.
  • Provide Windows System Administration support for all DLA systems to include software/hardware configuration, security implementation, application interfaces, troubleshooting, consultation and new workload planning to the variety of current and new customers.
  • Upgrade and patch software to meet Computer Emergency Response Team (CERT) security requirements.
  • Configure and monitor the performance of all servers and applications within the support area to ensure peak performance.
  • Provide regular OS and firmware patching and updates based on established patching cycle from the vendor.
  • Maintain OS hardening in accordance with Security Technical Implementation Guide (STIG) and DLA Computer Emergency Response Team (DLA CERT) tasks using Security Content Application Protocol (SCAP), Assured Compliance Assessment Solution (ACAS) tools, and Security Readiness Reviews (SRRs).
  • Monitor security alerts and bulletins for the support environment and provide a plan of action with milestones (POA&M) to correct any security related issues, identify false positives, or complete Authorizing Official Risk Acceptance (AORA) documentation to accept the risk.
  • Support application owners with server builds (virtual or physical), application installations, and server OS problem resolution.

SATCOM Responsibilities (desired not required)

  • Provide Satellite Communications (SATCOM) Administration. 
  • Actively respond to SATCOM outages, open a ticket, and notifying SATCOM and/or NTS-WAN as to their actions. 
  • Assist with repair, break/fix troubleshooting and maintenance support, planning and providing guidance and oversight for SATCOM and Network Services.
  • Provide technical and administrative support for DLA’s Satellite Communication (SATCOM), as deemed by the Government. 
  • Perform troubleshooting and isolation of SATCOM related problems, for all active SATCOM terminals. 
  • Conduct tests of SATCOM/Network hardware to ensure readiness and availability, as requested by the Government. 
  • Provide technical support to DLA activities who require assistance in implementing VSAT SATCOM/Network capabilities. 
  • Assist in the coordination, management, and processing all satellite and frequency-based requirements within DLA. 
  • Identify and/or recommend process improvements in the areas of obtaining, installing, testing, utilizing, and maintaining satellite, network and frequency-based communications. 
  • Assist in the assessment and improvement of the efficiency, effectiveness, and customer support readiness concerning SATCOM and Network engineering, quality, and technical services. 
  • Assist in developing and maintaining solutions, policies, and procedures to standardize the satellite and frequency-based solution capabilities for the Agency. 
  • Assist in developing, implementing, and enforcing methodologies that assure compliance with DOD/DLA developed policies and procedures to maximize the security and efficiency of DLA SATCOM and Frequency Management.
  • Provide status reporting on equipment, network, network utilization, and other metrics using software applications and products provided by the government (i.e. written reports, incident tickets, outage reports) as required by mission protocol and associate tactics, techniques, and procedures (TTPs). 
  • Provide on call-support to respond to emergency operations.
  • Provide equipment expertise and architecture expertise to assist DLA Information Operations Europe, Africa, Southwest Asia, and the Middle East in answering specific functional and technical questions related to requirements and maintenance of SATCOM equipment and architecture both physical and logical. 

Minimum Experience:

● Seven (7) years of progressive experience in the field of Information Processing

● Six (6) of which are specialized in numerous specialized Information Processing disciplines involving a range of hardware/software solutions

● Four (4) of which are concentrated, hand-on experience in installing, configuring, maintaining, and resolving issues with various software.

Security/Certification Requirements:

● Sensitivity Level: IT-II – Secret

● Clearance: Secret

● IA Level: IAT II

● Computing Environment: MCSA 2003, MCSE 2003, M2003 NET, M2008 NET, MCITP SA, MCITP EA, CSA:WS2012, MCSE:WS2012, MCSA:WS2008, MCSM:DS, M2012 NET, MCM: Windows Server 2008: Directory, MCA: MS Windows Server Directory, CCAA, GCWN M 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.

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.