Help Desk Support Service Specialist - Senior – 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

Suitability:

Public Trust/Other Required:

None

Job Family:

SCA

Job Qualifications:

Skills:

Desktop Computers, Help Desk Support, IT Hardware

Certifications:

Experience:

10 + years of related experience

US Citizenship Required:

Yes

Job Description:

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

Transform technology into opportunity as a Help Desk Support Service Specialist - Senior 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 - Senior, you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Support Service Specialist - Senior joining our team to support the US Army Intelligence and Security Command (INSCOM).

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

• Responsible for providing 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.
• Responsible for the most complex testing and analysis of all elements of the network facilities including: power, software, communications devices, lines, modems and terminals.
• Monitors and controls the performance and status of the network resources.
• May function in a lead capacity within the department.
• Understands basic Cisco router/switch commands and can program initial network gear setups.
• Must be able to work independently and with other IT teams (networks, systems, cyber, etc.) without supervision.
• 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
• Provides guidance and direction for less experienced personnel.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelor's Degree with 12 years of experience or Master’s Degree with 10 years of experience
• Preferred Skills/Experience:
  • 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. 
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