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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 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 :

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

Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract

GDIT IS YOUR PLACE :

GDITINSCOM

I2TS4

GDITArmy

The likely hourly rate for this position is between $19.77 - $22.74. 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 :

Travel Required :

Less than 10%

T elecommuting Options :

Onsite

Work Location : USA NC Fort Liberty