Help Desk Technician IV

Travel Required: Less than 10%Public Trust: NoneRequisition Type: RegularJob Description

GDIT is seeking candidates to support the US Army Intelligence and Security Command (INSCOM). Under the I2TS 3 task order, INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOMs mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its information technology (IT) networks worldwide.

Responsibilities:

An I2TS 3 Service Desk Specialist (Help Desk Technician IV):

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

• Provides polite and friendly customer service

• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or 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 II issues with telephone assist

• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

• Perform troubleshooting, maintenance, and repair on many types of hardware and software

• Assist in repairing computers, printers, digital senders, etc.

• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

Desirable Skills / Experience:

• Knowledge of the principles, methods, and techniques used in network administration and support

• Knowledge of related hardware and software

Required Certification(s):

• DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract

• Required Security Environment Certification: CompTIA Security+ CE or equivalent

• Computing Environment certification: MTA 98-365, Windows Server Administrator Fundamentals.

Security Clearance:

• TS/SCI required

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

High School diploma/GED with 8 years of related experience, or Associate’s degree with 6 years of experience, or Bachelor’s degree with 4 years of experience

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We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.