IT Support Specialist

IT Support Specialist - Senior

GDIT is excited to support the SEC in its mission to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation. The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC's IT infrastructure. Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic, and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC.

Currently, we are seeking an IT Support Specialist - Senior. The selected candidate must be able to obtain a Public Trust Suitability clearance, per SEC requirements. Task and responsibilities in this role include, but are not limited to the following:

• Performs day-to-day activities required to provide Tier 2 and Tier 3 support to end users comprising of 6,000 – 8,000 users.
• Provide troubleshooting and issue resolution for Windows 11, Microsoft 365 applications, and enterprise endpoint management solutions (Intune, Autopilot, Configuration Manager).
• Creates, updates and closes incident and service requests with the IT service management system.
• Adheres to IT Processes and SOPs.
• Providing end-user software and hardware troubleshooting and support in-person or over the phone.
• Applying basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Troubleshooting Apple MAC computers.
• Imaging workstations while safeguarding customer files and profiles; also testing laptop and desktop computers.
• Upgrading end user computer systems ensuring no data loss.
• Work independently in a customer environment.
• Excellent communication skills to include written and verbal.

Qualifications:

• Must have a minimum of 5 years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software.
• Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing, computer workstations, computer hardware and software, productivity tools, applications and networking.
• Experience in Windows 11, including diagnostics, system imaging, Group Policy management, and security hardening.
• Hands-on experience with Microsoft 365 services, including SharePoint, Teams, OneDrive, Exchange Online, and Endpoint Manager.
• Experience with Apple Mac troubleshooting.
• Team player with good communication, organizational, and strong interpersonal skills.
• Able to prioritize and drive to results with a high emphasis on quality.
• Experience using IT Service Management software (ServiceNow).
• Ability to lift and move equipment 40lbs.
• Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email.

Desired but not required:

• Microsoft Certified Help Desk Support Technician
• Apple Certified Mac Technician
• CompTIA A+ HDI
• MCITP
• MCTS

The likely hourly rate for this position is between $29.52 - $32.20. 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.

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.

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