Tier III Administrator

GDIT is seeking mid-level Tier III Administrator to provide support to Defense Information Systems Agency (DISA) Global Video Services (GVS) business area to enable the integration of video services into the Department of War.

This position is a combination of remote (20%) and onsite (80%) support in Fort Meade, Maryland or Chantilly, VA.

The Tier III support team provides daily coverage, 8:00am – 5:00pm local time, Monday-Friday and may be asked to provide emergency/on-call Problem and Break-Fix support after hours.

As a Tier III Administrator, you will work closely with your team and Lead to provide vital technical support for the integration of Global Video Services (GVS) such as Pexip into Microsoft 365 Teams. You will troubleshoot, maintain operational processes, and enhance customer satisfaction by resolving incoming tickets. You will handle incident response, working directly with users and coordinating with other teams to diagnose and resolve technical issues.

Your role also encompasses reviewing incident databases, developing and maintaining routine operational metrics reporting, and providing detailed helpdesk metrics.

• Provide technical support via phone and/or email to local and off-site users.

• Analyze and respond to incidents, determining the level of support required.

• Collaborate with users to diagnose problems, investigate causes, and recommend solutions.

• Resolve issues within specific SLAs or escalated to the appropriate service level queue for resolution.

• Review incidents and incident database to ensure efficient problem resolution.

• Coordinate with internal support staff and/or vendors to resolve problems and follow up with end-users and customers to ensure timely resolution.

• Process tickets received from the Tier II support desk to resolution and escalated appropriate ticketsto Tier IV.

• Provide end-to-end support for GVS and Secure-Video Teleconferencing (S-VTC) related issues.

• Develop and maintain documentation for Standard Operating Procedures (SOPs).

• Support occasional weekend maintenance windows conducted by Tier II personnel.

• Provide reach back to Microsoft Office
  365 Microsoft product groups and developers.

• Develop and maintain weekly and monthly operational metrics.
• Participate in meetings with operations staff to discuss support-related matters.

• Bachelor’s Degree and a minimum of 3 years’ experience.
  Minimum of an active Secret security Clearance.

• CompTIA Security+ or similar for IAT Level II certification.

• Expertise in developing, maintaining and contributing to technical and process documentation.

• Experience with M365 Teams.

• Experience with administering and troubleshooting systems deployed in DoW Cloud Environments (IL4/IL5/IL6), including MS Office 365, and classified and unclassified networks.

• Ability to thrive in a highly collaborative, fast-paced, growth-focused environment.

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.