Check out this great opportunity to join one of GDIT’s fastest growing and long-standing programs! US Battlefield Information Collection and Exploitation Systems 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. We are seeking a Help Desk Technician that can work independently – please read below!
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 a thorough attention to detail and ability to adapt to a changing environment.
*** This is a shift work position, days, nights, weekends, and holidays***
Provides polite, professional, and responsive customer service.
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 thoroughly detailed unresolved incidents to higher Tier II or Tier III as required.
Screens, refers, and diagnoses internal inquiries and incident requests as they relate to maintenance of personal computers and related systems.
Receives calls and works with remote customers offering professional and technically sound support aimed at first call resolution.
Provides 24/7 Service availability monitoring and notification of assigned equipment and locations.
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 Microsoft SCSM 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.
Performs 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.
5 years of experience required.
BA/BS Degree – may substitute additional years of experience.
Must possess and maintain a Secret Clearance.
Must meet DoD 8570 requirements IAT level I (Security+ CE or equivalent)
Must have good team working skills since this position entails coordinating with many different work centers.
Must have good and professional customer relationship skills.
Additional specific certifications may be required, depending on job assignment.
*** This is a shift work position, applicant must be able to work days, nights, weekends and holidays***
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.