HELP DESK SUPPORT SERVICE SPECIALIST INTERMEDIATE

Help Desk Support Service Specialist - Intermediate

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Help Desk Support Service Specialist - Intermediate with for a career where your growth is just as important as the mission you support.

Meaningful Work and Personal Impact :

As a Help Desk Support Service Specialist - Intermediate, the work you'll do at GDIT will be impactful supporting mission of US Army Intelligence and Security Command (INSCOM).

Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware.

Handles problems that the first-tier of help desk support is unable to resolve.

May interact with network services, software systems engineering, and / or applications development to restore service and / or identify and correct core problem.

Simulates or recreates user problems to resolve operating difficulties.

Recommends systems modifications to reduce user problems.

Maintains currency and high level of technical skill in field of expertise.

Escalates more complex problems to Senior Level.

Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

Perform systems administration of desktop systems connected to local and wide area networks.

Provide desktop system management / maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.

Monitor systems / networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II / Tier III admins.

Provide support for implementation, troubleshooting and maintenance of IT systems.

Manage IT system infrastructure and any processes related to these systems

Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client / server / storage / network / print devices, and mobile devices.

Provides polite and friendly customer service

Attempts to resolve as many incidents during the first contact, or at Tier I / II. Efficiently escalates incidents to Tier III when required.

Documents incident status and solutions in incident database tools.

Possesses current working knowledge of computers, printers, laptops, and common windows applications.

Works through various types Tier I issues with telephone assist.

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.

What You'll Need to Succeed :

• Education : Associates degree
• Experience : 7+ years of related experience
• Technical skills :
• Interact with customers on a daily basis 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.
• Knowledge of the principles, methods, and techniques used in network and systems administration and support
• Knowledge of related hardware and software
• Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
• Perform Level I / II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
• Imaging of Computers and / or configuring of their BIOS (SCCM / PXE Boot)
• 1 Year DoD experience
• NOSC support experience, including problem resolution and incident tracking
• Imaging of Computers and / or configuring of their BIOS (SCCM / PXE Boot).
• Security clearance level : TS / SCI
• US citizenship required
• Required Certification(s) :
• DoD 8570.01-M IAT Level II / 8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
• IAT II 8570 / 8140 Baseline Certification Security+ or equivalent
• Computing Env : MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date.)
• Role Requirements :
• On customer site daily support
• Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
• Position may require lifting of objects (i.e. IT Hardware), reaching / bending / kneeling (i.e. plug in cables) and other moderately strenuous activity
• Travel may be required to support the mission

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

Own Your Opportunity

Explore a career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.

The likely hourly rate for this position is between $32.69 - $44.23. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours : 40

Travel Required : 10-25%

Work Location : USA AL Huntsville

Additional Work Locations :

Total Rewards at GDIT : Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work / life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.