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:

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 - Intermediate, 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.  

• Maintains currency and highest level of technical skill in field of expertise. 

• 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: 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.   

• 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)