Help Desk Technician - Tier III - TS​/SCI w. Polygraph

Help Desk Technician - Tier III - TS/SCI w. Polygraph

Location:

USA MD Elkridge

Full Part/Time:
Full time

Job Req: RQ211133

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret/SCI

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

Public Trust/Other

Required:

None

Job Family:
Technical Support Services

Job Qualifications:

• Skills:
  
  Computer Hardware, Hardware Troubleshooting, Troubleshooting
• Certifications:
  
  None
• Experience:
  
  3+ years of related experience
• US Citizenship
  
  Required:
  
  Yes

Transform technology into opportunity as a Help Desk Technician 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 Help Desk Technician you will help ensure today is safe and tomorrow is smarter.

• 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 refresher 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.

• 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 clearance and ability to obtain and maintain a CI Polygraph.
• Experience in working with a ticketing system, such as Remedy, SCSM, Service Now.
• 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.

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

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 hourly rate for this position is between $28.60 - $38.70.…