Computer User Support Specialist/Tier II Help Desk Tech

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret/SCI

Clearance Level Must Be Able to Obtain:
Top Secret/SCI

Public Trust/Other Required:
None

Job Family:
IT Infrastructure and Operations

Job Qualifications:

Skills:
End Users, End User Support, System Administration
Certifications:
None
Experience:
3 + years of related experience
ship Required:
Yes

Job Description:

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.

MEANINGFUL WORK AND PERSONAL IMPACT
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).

• 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
Bring your technology expertise and drive for innovation to GDIT. The Computer User Support Specialist/Tier II Help Desk Tech must have:

• 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
• ship 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
At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• 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.

The likely salary range for this position is $85,000 - $115,000. 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.

Total compensation for international positions varies by tax, social security, and immigration statuses, as well as location. Generally, an international assignment may include allowances, premium uplifts, and/or relocation or transportation benefits, above base salary range noted.

Scheduled Weekly Hours:
40

Travel Required:
10-25%

Telecommuting Options:
Onsite

Work Location:
International

Additional Work Locations:

Total Rewards at GDIT:
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.

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