Helpdesk Technician - Tier III

This is an unpaid fellowship through the Department of Defense (DoD) SkillBridge Program. The fellow selected for this role will not receive compensation or benefits from GDIT and will not be an employee, agent or contractor of GDIT but rather will remain an employee of the DoD and will receive compensation and benefits through the DoD.

Type of Requisition:
Regular

Clearance Level Must Currently Posses:
Top Secret SCI + Polygraph

Clearance Level Must Be Able To Obtain:
Top Secret SCI + Polygraph

Public Trust/Other Required:
None

Job Family:
Help Desk

Job Qualifications:

Skills:
Help Desk Support, Network Connectivity, Troubleshooting
Certifications:
None
Experience:
3 + years of related experience
ship Required:
Yes

Job Description:

Transform technology into opportunity as a Helpdesk Technician - Tier III Fellow with 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 Helpdesk Technician - Tier III Fellow you will help ensure today is safe and tomorrow is smarter.

HOW A HELPDESK TECHNICIAN - TIER III FELLOW WILL MAKE AN IMPACT:

• Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).

• Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority.

• Performs user account management per the Account Management Plan.

• Performs advanced software installations and upgrades to operating systems and layered software packages.

• Supports developing unique applications training lesson plans, for initial user and follow-on educational or re training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.

• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

• Provides system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.

• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.

• Walk customers through problem-solving and follow up with customers to ensure issues are resolved.

• Collects and evaluates incident reporting practices and operations.

• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).

• Knowledge of Network connectivity troubleshooting, cable management, and fiber termination technologies.

• Will be responsible to assist in managing and modernizing LAN cabling.

• Maintaining and updating records and tracking databases.

• Alerting management to recurring problems and patterns of problems.

WHAT YOU'LL NEED TO SUCCEED:

• Required Education and Experience: HS/GED + 3+ years

• Certifications: DoD Manual 8570.01-M at the Information Assurance Technical (IAT) Level II role.

• Security Clearance Level: TS/SCI w/ CI Polygraph

• Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow

• Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team

• Ability to resolve technical and other types of issues with little oversight

• Location: On Customer Site

DoD SkillBridge Eligibility:

• Has served at least 180 days on active duty
• Can participate within the last 6 months of separation or retirement
• Will receive an honorable discharge
• Has taken any service TAP/TGPS
• Has attended or participated in an ethics brief within the last 12 months

Received Unit Commander (first O-4/Field Grade commander in chain of command) written authorization and approval to participate in DoD SkillBridge Program prior to start of the fellowship.

Scheduled Weekly Hours:
40

Travel Required:
None

Telecommuting Options:
Onsite

Work Location:
USA MD Elkridge

Additional Work Locations:

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans