Job Details

Help Desk Support Service Specialist - Intermediate - TS/SCI required

Help Desk Support, Information Technology (IT) Systems, Troubleshooting

Certifications

None

Experience

7 + years of related experience

Job Description

Transform technology into opportunity as a Help Desk Support Service Specialist - Intermediate with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Support Service Specialist - Intermediate, you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Support Service Specialist - Intermediate joining our team to support the US Army Intelligence and Security Command (INSCOM).

HOW A HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATE WILL MAKE AN IMPACT

1. Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware.
2. Handles problems that the first-tier of help desk support is unable to resolve.
3. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
4. Simulates or recreates user problems to resolve operating difficulties.
5. Recommends systems modifications to reduce user problems.
6. Maintains currency and high level of technical skill in field of expertise.
7. Escalates more complex problems to Senior Level.
8. 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.
9. Performs systems administration of desktop systems connected to local and wide area networks. Provides desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
10. Monitors systems/networks in real time NOSC environment and initiates fix actions or problem escalation to Tier II/Tier III admins.
11. Provides support for implementation, troubleshooting and maintenance of IT systems.
12. Manages IT system infrastructure and any processes related to these systems.
13. Provides 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.
14. Documents incident status and solutions in incident database tools.
15. Possesses current working knowledge of computers, printers, laptops, and common windows applications.
16. Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
17. Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
18. Possesses comprehensive knowledge of desktop operating systems and applications.

WHAT YOU'LL NEED TO SUCCEED:

Education: Associate's Degree with 7 years of experience, or Bachelor's Degree.

Experience: Minimum of 5 years of experience.

Preferred Skills/Experience:

1. 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.
2. Knowledge of the principles, methods, and techniques used in network and systems administration and support.
3. Knowledge of related hardware and software.
4. Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
5. Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
6. Imaging of Computers and/or configuring of their BIOS (SCCM / PXE Boot).
7. 1 Year DoD experience.
8. NOSC support experience, including problem resolution and incident tracking.

Clearance Level:

TS/SCI

Required Certification(s):

1. 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.
2. IAT II 8570/8140 Baseline Certification Security+ or equivalent.

Location:

On Customer Site

Additional:

1. Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract.
2. Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity.
3. Travel may be required to support the mission.

GDIT IS YOUR PLACE

1. 401K with company match.
2. Comprehensive health and wellness packages.
3. Internal mobility team dedicated to helping you own your career.
4. Professional growth opportunities including paid education and certifications.
5. Cutting-edge technology you can learn from.
6. Rest and recharge with paid vacation and holidays.

Scheduled Weekly Hours

40

Travel Required

Less than 10%

Telecommuting Options

Onsite

Work Location

USA HI Pearl Harbor

Equal Opportunity Employer

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community.