Job Description
Salary: 45,307.2 - 61,342.8 USD per year Requirements:
- 2+ years of related experience.
- Must possess and maintain a Secret Clearance.
- Associates Degree preferred; may substitute additional years of experience.
- Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate.
- US Citizenship is required.
- Good teamwork skills, as this position entails coordinating with various work centers.
- Strong customer relationship skills.
Responsibilities: - I provide polite, professional, and responsive customer service.
- I assist US Military and Civilian personnel, NATO Military, NATO Partner Nations, International Students, and Host Nation Civilians with daily face-to-face support.
- I am responsible for first contact and incident resolution for customers facing hardware, software, and application problems, efficiently escalating issues to Tier II or Tier III when necessary.
- I screen, refer, and diagnose internal inquiries and work requests related to the maintenance of personal computers and related systems.
- I receive calls and work with remote customers, offering professional and technically sound first-call resolutions when possible.
- I manage support and incident requests received via phone and email, creating tickets to track and escalate issues as needed.
- I document incident status and solutions using the Service Now incident database toolset.
- I maintain a current working knowledge of computers, printers, laptops, and common Windows applications.
- I interact daily with customers to provide guidance on procedures related to account requests, email, home directories, file access/storage, and other local procedures to ensure mission success.
- I perform Level I/II Active Directory functions such as unlocking accounts and creating or issuing accounts.
- I provide answers to Frequently Asked Questions or solutions to common problems as part of a self-help capability.
- I possess comprehensive knowledge of troubleshooting principles, methods, and techniques, desktop operating systems, and applications.
- I create and maintain SOPs or other guides to assist with troubleshooting.
- I follow up with customers to ensure the resolution of incidents or requests.
- I configure and upgrade computer software remotely and provide end-user software troubleshooting and support.
- I apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- I provide guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
- I analyze customer needs to determine functional and cross-functional requirements.
- I maintain current knowledge of relevant technologies as assigned and participate in special projects as required.
- I am aware that the work may include networks, systems, information assurance, and logistics duties and may require shift work, including nights, days, or afternoon shifts, as well as weekends and holidays.
Technologies: - Active Directory
- Hardware
- Support
- LESS
- Network
- Security
- Windows
- Cloud
- ITIL
More:
I am part of a dynamic team delivering business-driven Enterprise Network support to enhance performance, security, scalability, and stability for the BICES Global Enterprise Mission Support Services while aiming to reduce costs and complexity. Our program, the US Battlefield Information Collection and Exploitation System eXtended (US BICES-X), supports DoD intelligence information sharing regarding current and emerging threats to missions and coalition partners.
Total compensation for this position varies based on experience, geographic location, and potentially contractual requirements, and the likely hourly rate is between $21.84 - $29.56.
Our benefits package includes a variety of medical options, dental and vision plans, a 401(k) plan with matching contributions, and various paid time off plans. We encourage work/life balance and regularly review our total rewards package to ensure it remains competitive and tailored to our employees' needs.
GDIT is a global technology and professional services company dedicated to delivering consulting, technology, and mission services across the U.S. government and defense sectors. We are committed to creating a safer, smarter world through the use of advanced technology and deep expertise while fostering a collaborative and engaging work environment.
GDIT is an Equal Opportunity/Affirmative Action employer, and we welcome applicants from all backgrounds and experiences.
Job Tags
Hourly pay, Holiday work, Full time, Local area, Remote job, Shift work, Night shift, Weekend work, Day shift, Afternoon shift,