Systems Administrator (Tier 2 Deskside Support), Mid

Job Description :

The Tier 2 Desktop Support Technician provides Deskside IT Service support to the UDS End User Devices deployed at NGA. End user device equipment consists of workstations (thin and thick clients), monitors, KVMs, print, fax and scan devices, secure tablets and laptops, VoIP devices, Desktop VTCs (DVTCs), removable media, and associated accessories.

The individual will fulfil Installation, Move, Add, Change, and Disposal (IMACD) service requests, and support the completion of special projects.

Primary Responsibilities :

• Provide support for implementation, maintenance, and incident troubleshooting of IT systemsManage hardware in all stages including unpacking and setup of end user devicesResolve IT incidents from cradle to grave, working close with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contractInstall application software on end user device workstations via scripted install packagesInventory management of UDS deployed software and end user devicesNetwork and locally attached printers
• Assist users in accessing and using IT systemsProvide user education and training in basic hardware and software functions
• Create and maintain documentation and SOPs to train new employees
• Utilization of a ServiceNow based ticketing database to track, update and resolve break / fix incident tickets and in fulfilling new requests submitted and tracked as Demands and RITMs
• Identify and execute process improvements and other enhancements that improve operational efficiency.

WHAT YOU’LL NEED TO SUCCEED :

Basic Qualifications :

• TS / SCI Clearance w / ability to obtain CI Poly
• Knowledge in one or more of the following areas : Workstations (thin and thick clients)MonitorsKVMsPrint, Fax and Scan Support ServicesAudio Visual ServicesVoice and VTC Support ServicesDesktop Image ManagementVirtual Desktop Infrastructure (VDI) Support ServicesHome Directory and Profile Support ServicesE-mail Support ServicesSoftware Support ServicesDomain Name Services (DNS)Dynamic Host Configuration Protocol (DHCP)Patch Management (Windows)
• Excellent troubleshooting capabilities and strong communication skills.
• Strong work ethic and attention to detail
• Strong organizational skills
• Strong writing skills (document creation and management)
• Strong time management skills and ability to work flexible schedules to meet job requirements
• Ability to work independently on projects and / or tasks
• Ability to regularly stand and walk between buildings on a large campus
• Ability to move and lift computers, printers, monitors, and other hardware
• Experience and / or knowledgeable with; Windows 7; Windows 10; Citrix; SMS; and SCCM
• Technical understanding of Microsoft Office applications (Outlook; Word; Excel; PowerPoint; etc.)
• Team player and willing to both share knowledge and learn from others to ensure team's success
• Enthusiasm and ability to adapt to new and changing technologies
• A+ Certification, N+ Certification, Security + or other DoD .01M certification
• Thin Client using Virtual Desktop Infrastructure (VDI) Technology
• Thick & thin web-based applications
• ITIL v3 Foundations
• Technical writing

Education & Experience :

Requires Bachelor's Degree or an equivalent combination of years of experience and education and 3+ years of prior relevant experience

GDIT IS YOUR PLACE : K with company match

K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you own your career

Professional growth opportunities including paid education and certifications

Cutting-edge technology you can learn from

Rest and recharge with paid vacation and holidays

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