Help Desk Technician

Check out this great opportunity to join one of GDIT’s fastest growing and long-standing programs!  US Battlefield Information Collection and Exploitation Systems eXtended (US BICES-X) is a cutting-edge program supporting DoD intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team.  We are seeking a Help Desk Technician that can work independently – please read below!

This position is high visibility and responsible for providing Tier 0, 1, and eventually higher tiered systems support, incidence response, and escalation supporting the US BICES-X Coalition Support Service Desk. In addition, position requires attention to detail and ability to adapt to changing environment.

Responsibilities:

• Provides polite, professional, and responsive customer service.
• Provides daily face to face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students and Host Nation Civilians.
• 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. Efficiently escalates detailed incidents to higher Tier II or Tier III as required.
• Provides end-user software troubleshooting and support remotely.
• Provides follow-up actions with customers to ensure resolution of incidents or requests.
• Remotely configures and upgrades computer software.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Analyzes customer needs to determine functional and cross-functional requirements.
• Manages the functionality and efficiency of a group of computers running on one or more operating systems.
• Maintains the integrity and security of systems.
• As required, supports users with completing requests for deployment of new services.
• Maintains system documentation.
• Provides desk side support to users and evaluates vendor products.
• Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.
• Develops and monitors policies and standards for allocation related to the use of computing resources.
• Provides advice and training to end-users. 
• Maintains current knowledge of relevant technologies as assigned. 
• Participates in special projects as required.
• Adheres to the principles, methods, and techniques used in network administration and support.
• Maintains/enhances knowledge of related hardware and software.
• Requires professional certification in one or more specific technologies, depending on job assignment.

***This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays***

Required Qualifications:

• 6 years of experience required.
• Bachelor's Degree – may substitute additional years of experience.
• Must possess and maintain a Secret Clearance. 
• Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges.  Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate.  Computing environment training must be completed within 2 weeks of being hired.
• Must have good team working skills since this position entails coordinating with many different work centers.
• Must have good and professional customer relationship skills.
• Selected candidate could potentially be required to travel throughout the Middle East.  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.
• 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.
• Additional specific certifications may be required, depending on job assignment. 

Preferred Qualifications:

• Experience supporting multinational customers preferred.
• Experience operating in deployed environments preferred.
• ITIL Foundations v4 certification preferred. 
• Additional specific certifications may be required, depending on job assignment. 
• 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. 

The above-listed job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.