Service Desk Specialist

General Dynamics Information Technology
Fort Meade, MD
Jun 04, 2021
Jun 13, 2021
Full Time
Type of Requisition:RegularClearance Level Must Currently Possess:Top Secret/SCIClearance Level Must Be Able to Obtain:Top Secret SCI + PolygraphSuitability:Agency SpecificPublic Trust/Other Required:SSBI (T5)Job Family:Help DeskJob Description:Principal Duties and 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 requestsProvides polite and friendly customer serviceAttempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when requiredDocuments incident status and solutions in incident database tools.Possesses current working knowledge of computers, printers, laptops, and common windows applicationsWorks through various types Tier II issues with telephone assistProvides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capabilityPossesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and supportPossesses comprehensive knowledge of desktop operating systems and applicationsA' A' A' A' A' A' A' A' A' A' A' A' A' A' A' A' A' A' A' A' A' A' A' Skills / Experience:Perform STIGs & IAVAA' implementation for system devices; perform imaging of systems, CERP replacement, etc.A' Interact with customers on a daily basis 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.A' Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.Required Certification(s):Required IAT II 8570 Baseline Certification: Security +CE or equivalent Required Computing Environment Certification: MTA 98-346 Windows Operating System FundamentalsComputing Environment (CE) Certification as determined by the Program Manager is required prior to support on contractA' Security Clearance:TS/SCI required Additional:Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contractPosition may require lifting of objects (ie IT Hardware), reaching/bending/kneeling (ie plug in cables) and other moderately strenuous activityTravel may be required in support of customer's mission requirements.High School diploma/GED with 8-years of related experience, or AssociatesA' degree with 6-years of experience, or Bachelor's degree with 4-years of experienceScheduled Weekly Hours:40Travel Required:Less than 10%Telecommuting Options:Telecommuting Not AllowedWork Location:USA MD Fort MeadeAdditional Work Locations: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.