DSS PMD Systems Administrator

General Dynamics IT; Washington (District of Columbia, WA); On-site; USD 43,000 - 58,000; Full time

Job summary

General Dynamics IT in Washington, DC is seeking a DSS Private Mobile Diplomacy Systems Administrator to provide VIP-focused technical support, configure, deploy and maintain PMD devices, manage asset records in ServiceNow, and resolve hardware and software issues for senior leadership.

The role emphasizes discretion, proactive customer service, and the ability to coordinate deployments with multiple teams; travel is about 10–25%, and candidates should be eligible for a security clearance

Qualifications

• 1+ years of related experience
• U.S. citizenship not required
• Active Secret or higher preferred for security clearance

Responsibilities

• Configure, test, deploy, and maintain PMD devices and peripherals.
• Provide personalized technical support to VIP customers and staff.
• Coordinate device deployments and maintenance around customer schedules.
• Maintain asset records and deployment status in ServiceNow.
• Perform systems administration, troubleshooting, and operational duties for requests and outages.
• Install, configure, and troubleshoot COTS, GOTS, and custom apps.
• Monitor device readiness and ensure compliance with policy.
• Travel 10–25% as required.
• Handle sensitive information with discretion.

Skills

Account Management

Active Directory

Customer Service

IT Troubleshooting

Ticketing Systems

Education

Associate's degree or equivalent experience

Certifications: A+, Security+, or Network+

Tools

ServiceNow

Job description

Type of Requisition: Regular

Clearance Level Must Currently Possess: Secret

Clearance Level Must Be Able to Obtain: Top Secret

Public Trust/Other Required: None

Job Family: SCA

Job Qualifications:

• Skills: Account Management, Active Directory (AD), Customer Service, IT Troubleshooting, Ticketing Systems
• Certifications: None
• Experience: 1 + years of related experience
• US Citizenship Required: No

Job Description

Mission: A DSS Private Mobile Diplomacy (PMD) Systems Administrator provides technical support focused on the configuration, deployment, asset accountability, and maintenance of PMD devices for Department of State customers. Working almost exclusively with senior leadership and designated VIPs, the technician manages ServiceNow requests, prepares and deploys equipment, maintains accurate asset records, and resolves hardware and software issues. This position requires professionalism, discretion, and personalized service that minimizes disruption to executive operations. Travel may be required approximately 10-25% of the time.

Duties and Responsibilities

• Configure, test, deploy, and maintain PMD devices, applications, and associated peripheral equipment.
• Provide responsive, personalized technical support to VIP customers and their support staff.
• Coordinate device deployments, replacements, maintenance, and returns around customer schedules and operational requirements.
• Maintain accurate asset records, including device assignments, inventory, deployment status, transfers, and returns.
• Perform systems administration, troubleshooting, and operational duties in response to customer requests and outages.
• Install, configure, support, and troubleshoot commercial off-the-shelf (COTS), government off-the-shelf (GOTS), and custom-designed applications.
• Analyze, evaluate, and test hardware and software to resolve customer-reported issues.
• Monitor device readiness and compliance, coordinate required updates, and follow up on devices requiring maintenance or return.
• Mitigate identified security issues in accordance with Department policies and procedures.
• Research and troubleshoot issues, document actions in ServiceNow, and escalated fully documented tickets when additional assistance is required.
• Coordinate across support organizations and track escalations through resolution, keeping customers informed of progress.
• Prepare and maintain activity, deployment, inventory, and progress reports.
• Identify opportunities to improve device preparation, deployment, asset accountability, and customer support.
• Meet program service level agreements (SLAs) while responding appropriately to mission-critical requirements.
• Provide personalized, one-on-one and small-group training on PMD devices, applications, and proper equipment use.
• Install, configure, and troubleshoot peripheral devices, including cameras, headsets, scanners, printers, and smartcard readers.
• Conduct diagnostic troubleshooting and coordinate repairs or equipment replacements.
• Travel approximately 10-25% of the time to support PMD deployments, maintenance, and customer requirements.
• Handle sensitive customer information and executive support matters with discretion.

Desired Skills or Experience

• Strong customer service and written and verbal communication skills.
• Excellent interpersonal skills, including the ability to listen, understand customer concerns, and explain technical issues clearly.
• Experience supporting executives, senior government officials, or other VIP customers preferred.
• Experience configuring, deploying, maintaining, and tracking IT equipment.
• Working knowledge of asset accountability and inventory management practices.
• Working knowledge of ServiceNow, including creating, updating, tracking, and closing tickets.
• Experience providing Tier 1 and Tier 2 hardware and software support.
• Excellent attention to detail, organizational skills, and follow-through.
• Ability to prioritize competing requests and work independently at customer locations.
• Strong working knowledge of desktop technologies and terminology.
• One year of related experience required; five years preferred.

Education and Clearance

Associate's degree or equivalent experience.

Must be a U.S. citizen and eligible to obtain a security clearance; an active Secret clearance or higher is preferred.

One or more industry-standard certifications, such as A+, Security+, or Network+.

Physical Requirements

Ability to lift and move up to 30 pounds of equipment.

Travel Requirements

Approximately 10-25% travel, based on mission and customer requirements.

Work Location

Washington, D.C.

#OpportunityOwned #WeAreGDIT

The likely hourly rate for this position is between $31.05 - $42.01. 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: 40

Travel Required: 10-25%

T elecommuting Options:

Onsite

Work Location:

USA DC Wa