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

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret/SCI

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

SCA

Job Qualifications:

Skills:

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

Certifications:

None

Experience:

7 + years of related experience

US Citizenship Required:

Yes

Job Description:

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

 

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 

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

• Handles problem 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