IT Operations Specialist (Tier 2) Shift M-F 0900-1730

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.  We think. We act. We deliver. There is no challenge we can’t turn into opportunity.

At GDIT, people are our differentiator. We are seeking a IT Operations Specialist to provide timely and professional Tier II support to users.  To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

This is an IT Service Management contract in support of the operation, modernization, expansion, and further evolution of the ARNG’s global Information Technology (IT) services including networking, compute, storage, infrastructure, applications, hosting, and program management services.  The GECOS program supports the ARNG enterprise IT infrastructure, its Wide Area Network (WAN), authentication and directory services, cybersecurity, application hosting, and associated services. GECOS uses ITIL best practices framework as the basis for IT Service Management (ITSM) model.

HOW A SERVICE DESK AGENT WILL MAKE AN IMPACT:

• Provide Tier 2 IT operations control support using ITSM ticketing system such ServiceNow in the form of systems and as a technical generalist that resolves incidents and requests independent of further escalation to dedicated technology SMEs.
• Provide Help Desk ticket escalation support to the Army and DISA for all DODIN-A(NG) and DODIN-A(NG)-S issues above or outside the direct O&M of the RCC-NG, including mobile device support.
• Independently provides advanced level technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.
• Troubleshoot system hardware and software-specific issues in a Windows and Cisco dominant environment.
• Train end users on the proper use of hardware and software.
• Apply practical knowledge of job area typically obtained through advanced education and work experience.

• Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Support focus teams or specialized projects to promote rapid improvement turnaround.
• Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.
• Be part of a team that supports and operates a 24x7x365 Service Desk.
• Analyzes and recommends alternative solutions to meet customer needs.
• Builds credibility and trust with customers and team members.
• Identifies areas of opportunity to improve customer satisfaction. 
• Supports the team process and participates on cross-functional teams.
• Responsible for handling after-hours on call support (when necessary).
• Answer phones and respond to emails in a timely manner.
• Participate in special projects as required.
• Use ticketing system to:

• Proactively check help desk queue for new emails and create and assign tickets for those emails.
• Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.
• Escalate tickets as needed.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction. 
• The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
• Notify the team lead of all VIP requests for support that require additional resources which result in a delay of resolution.
• Maintain current knowledge of relevant technologies as assigned.
• May need to lift and carry desktop equipment such as laptops, computers, and monitors.

WHAT YOU’LL NEED TO SUCCEED:

• Education: High School Diploma; AA/AS/BA/BS preferred or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Required Experience: 3+ years of related experience on Service Desk
• Required Technical Skills: IT experience supporting Help / Service Desk 
• Certifications: Must Possess the appropriate baseline certification(s) to achieve a minimum of DoD 8570.01-M Information Assurance Technical (IAT) Level II (i.e., CompTIA Security+ CE) prior to start.  Will need to obtain an additional computing environment certification within six-months of hire based on position designation.  When 8140 requirements are implemented on program/contract, employee will need to conform to 8140 certification standards.
• Security Clearance Level: Must have active SECRET Clearance and be able to maintain clearance.
• Required Skills and Abilities: Superb communication skills; strong ability to multi-task.  Dependability, in that the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve.
• Ability to support a fast paced and ITIL transitional environment.
• Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.
• Ability to identify and articulate key information in an efficient and timely manner.
• Ability to exercise discretion and independent judgment when handling situational occurrences.
• Location: Fairview Park, Falls Church, VA. 
• Three (3) days onsite with up to two (2) days telework. Onboarding/transition in period requires on-site support up to 60 days. GECOS work schedules are subject to change on direction by mission requirements from GDIT or USG leadership.  
• Requires the ability to work any combination of hours (1st, 2nd, 3rd shift, weekends and holidays as requested).

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities including paid education and certifications.
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays