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

General Dynamics Information Technology; Fort Meade (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

Join a leading company as a Help Desk Support Service Specialist - Intermediate, where you will provide essential IT support to the US Army Intelligence and Security Command. You will troubleshoot and resolve technical issues, ensuring smooth operations and enhancing user experience. This role requires a strong technical background, excellent customer service skills, and the ability to work under pressure. With opportunities for professional growth and a supportive work environment, you’ll play a key role in transforming technology into opportunity.

Benefits

401K with company match

Comprehensive health and wellness packages

Professional growth opportunities including paid education and certifications

Paid vacation and holidays

Qualifications

• 7 years experience with Associate's Degree or 5 years with Bachelor's Degree.
• Knowledge of network and systems administration principles.

Responsibilities

• Provides second-tier support for PC, server, and mainframe applications.
• Simulates user problems to resolve operating difficulties.
• Documents incident status and solutions in incident database.

Skills

Customer Service

Problem Resolution

Technical Support

Network Administration

System Administration

Education

Associate's Degree

Bachelor's Degree

Tools

Active Directory

SCCM

Windows

Job description

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

Transform technology into opportunity as a Help Desk Support Service Specialist - Intermediatewith 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 - Intermediatejoining our team to support the US Army Intelligence and Security Command (INSCOM).

HOW A HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATEWILL 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 morecomplex 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 submittedrequests

• 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 TierII/TierIII 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:Associate's Degree with 7 years of experience, or Bachelor's Degree with 5 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)
• 1 Year DoD experience
• NOSC support experience, including problem resolution and incident tracking
• Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot).

• Clearance Level: TS/SCI
• Required Certification(s):

• 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
• IAT II 8570/8140 Baseline Certification Security+ or equivalent

• Location: On Customer Site
• Additional:

• Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
• Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
• Travel may be required to support the mission

GDIT IS YOUR PLACE:

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and holidays

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