Computer User Support Specialist/tier II Help Desk Tech

Systems Administrator

Advance how our customers operate while you advance your career. Join GDIT as a Systems Administrator and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. As a Computer User Support Specialist/Tier II Help Desk Tech, the work you'll do at GDIT will be impactful supplying mission command support to the mission of U.S. Army Southern European Task Force, Africa (SETAF-AF).

Meaningful Work and Personal Impact:

• Provides polite, professional, and responsive customer service.
• Provides daily face to face support to US Military and Civilian personnel.
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Attempts to resolve as many incidents as possible during the first contact, or at Tier I/II. Efficiently escalates detailed incidents to higher Tier III as required.
• Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Receives calls and works with customers offering professional and technically sound first call resolution when possible.
• Works support and incident requests received via phone, email and create tickets to track work and/or escalate the issues to a higher tier.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications as well as common operating systems.
• Provides basic VTC assistance when needed by customer.
• Interacts with customers daily 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.
• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
• 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.
• Creates and maintains SOPs or other guides to assist with troubleshooting.
• Provides follow-up actions with customers to ensure resolution of incidents or requests.
• Remotely configures and upgrades computer software.
• Provides end-user software troubleshooting and support remotely.
• Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Analyzes customer needs to determine functional and cross-functional requirements.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Comprehensive knowledge of desktop operating systems and applications.
• Requires professional certification in one or more specific technologies, depending on job assignment.
• Will occasionally be required to perform networks, systems, information assurance and logistics duties.
• This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

What You'll Need to Succeed:

• Education: Bachelor's degree in related field
• Experience: Minimum of 3 years of experience; OR an Associate's degree and Minimum of 7 years of experience; OR 11 years of technical experience supporting enterprise IT services.
• Technical skills: Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges and must obtain ITIL V4 Foundation within six months of hire. Additional specific certifications may be required, depending on job assignment.
• Security clearance level: Must possess and maintain a TS/SCI clearance
• US citizenship required
• Role requirements: Must have good team working skills since this position entails coordinating with many different work centers. Must have good and professional customer relationship skills.
• Travel Requirements: Selected candidate could potentially be required to travel throughout Africa and Europe. Travel may be via commercial or military transport. Modes of transport include, but are not limited to; car, truck, armored vehicle, fixed and rotary wing aircraft.
• Physical Requirements: If deployment is required, the candidate must be able to pass all pre-deployment requirements (medical, dental, and psychological) and be able to obtain all required immunizations deemed necessary for theater entry. The work is typically performed at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes, or equipment.

GDIT Is Your Place:

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

Own Your Opportunity: Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.