DSS PMD Systems Administrator

GD Information Technology, Inc.; Washington (District of Columbia); On-site; USD 43,000 - 58,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks a Mission-focused Systems Administrator to support PMD devices for Department of State customers in Washington, DC.

You will manage ServiceNow requests, deployment, asset records, and troubleshoot hardware/software while maintaining executive-level discretion and service quality. The role involves VIP customer support and travel up to 25% to support deployments and maintenance.

Qualifications

• Strong customer service and written and verbal communication skills.
• Experience supporting executives, senior government officials, or other VIP customers preferred.
• Experience configuring, deploying, maintaining, and tracking IT equipment.
• Working knowledge of ServiceNow, including creating, updating, tracking, and closing tickets.
• One year of related experience required; five years preferred.

Responsibilities

• Configure, test, deploy, and maintain PMD devices, applications, and 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 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 COTS, GOTS, and custom-designed applications.
• Analyze, evaluate, and test hardware and software to resolve customer-reported issues.
• Monitor device readiness and compliance, coordinate updates, and follow up on maintenance or return.
• Mitigate identified security issues per Department policies.
• Research and troubleshoot issues, document actions in ServiceNow, escalate as needed.
• Coordinate across support organizations and track escalations through resolution.
• Prepare and maintain activity, deployment, inventory, and progress reports.
• Identify opportunities to improve device preparation, deployment, asset accountability, and customer support.
• Meet programme SLAs while responding to mission-critical requirements.
• Provide personalized training on PMD devices and proper equipment use.

Skills

Account Management

Active Directory

Customer Service

IT Troubleshooting

Ticketing Systems

Education

Associate's degree or equivalent experience

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 escalation 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

Hourly rate

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

Telecommuting Options

Onsite Work Location: USA DC Washington

Benefits

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Identify Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Equal Opportunity Statement

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.