Coalition Support Service Desk System Technician - Secret - Tampa, FL

Clearance Level
Secret
Category
Systems Administration
Location
Tampa, Florida

REQ#: RQ129866

Travel Required: Less than 10%
Requisition Type: Regular

Please take this opportunity to join one of GDIT’s fastest long-standing growing programs!  US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting-edge program supporting DoD intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team. 

This position is high visibility and responsible for providing Tier 0, 1, and eventually higher tiered systems support, incidence response, and escalation supporting the US BICES-X Coalition Support Service Desk. In addition, position requires attention to detail and ability to adapt to changing environment.

Responsibilities:

  • Provides polite, professional, and responsive customer service.
  • Provides daily face to face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students and Host Nation Civilians.
  • Provides first contact and incident resolution to customers with hardware, software, and application problems. Attempts to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalates detailed incidents to higher Tier II or Tier III as required.
  • Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
  • Receives calls and works with remote customers offering professional and technically sound first call resolution when possible.
  • Works support and incident requests received via phone and email and create tickets to track work and/or escalate the issues to a higher tier.
  • Documents incident status and solutions using Service Now incident database toolset.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications.
  • Interacts with customers daily 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.
  • 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. 
  • Creates and maintains SOPs or other guides to assist with troubleshooting.
  • Provides follow-up actions with customers to ensure resolution of incidents or requests.
  • Remotely configures and upgrades computer software.
  • Provides end-user software troubleshooting and support remotely.
  • Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
  • Analyzes customer needs to determine functional and cross-functional requirements.
  • Maintains current knowledge of relevant technologies as assigned.
  • Participates in special projects as required.
  • Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
  • Comprehensive knowledge of desktop operating systems and applications.
  • Requires professional certification in one or more specific technologies, depending on job assignment.
  • Will occasionally be required to perform networks, systems, information assurance and logistics duties.
  • This position requires shift work, which includes days/night shifts in addition to weekends and holidays.

**Shift work required**

Qualifications

Required Qualifications:

  • 2+ years of experience required.
  • Must possess and maintain a Secret Clearance
  • BA/BS degree or equivalent work experience.
  • IAT Level 2 or higher certification required.
  • Experience with IT Service Management (ITSM), Tier 0-3 ticket escalation and notification procedures.
  • Must have good team working skills since this position entails coordinating with many different work centers.
  • Must have good and professional customer relationship skills.
  • Shift Work required

Preferred Qualifications:

  • Experience supporting multinational customers preferred.
  • ITIL Foundations v4 certification preferred.
  • Additional specific certifications may be required, depending on job assignment. 
  • Experience with user, administrative and service account creation and management
  • Experience with direct customer support for both internal and external customers.

About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.