Mid-Level Tier III Onsite Support Administrator

Overview

GDIT is seeking a mid-level Onsite Support Administrator to provide support to Defense Information Systems Agency (DISA) Central Command (DISA CENT) in Tampa, FL or DISA Pacific (DISA PAC) in Pearl Harbor, HI. This position will provide essential on-site support for the legacy classified system and aid with the transition to the new GVS technology.

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. Selected candidate must be able to travel with frequency expected to be minimal.

• As an Onsite Support Administrator, work closely with DISA customers, PMO representatives, site facilitators, and technical leads to provide vital technical support for DISA CENT and DISA PAC. Serve as an advisor, technical assistance provider, and GVS representative to participating customer organizations.
• Analyze impacts and provide problem sources/resolution, delivering management with recommended Courses of Action (COAs).
• Troubleshoot, maintain operational processes, and enhance customer satisfaction by resolving incoming tickets during regular working hours.
• Handle incident response, coordinate with users and other teams to diagnose and resolve technical issues. Provide recommendations concerning VTC Facility architecture and configuration and provide onsite technical assistance as needed.
• Support development of exercise, contingency, or organizational Concept of Operations (CONOPS) and work with VTC site facilitators to implement technical standards, preferred architecture, configuration, and operating practices.
• Review incident databases, develop and maintain routine operational metrics reporting, and provide detailed helpdesk metrics.
• Provide 8 a.m.
  
  -5 p.m. local time on-site Tier III support to DISA CENT in Tampa, FL and DISA PAC in Pearl Harbor, HI; aid with the transition from the legacy classified system to new technology.
• Analyze and respond to incidents, determine level of support required; collaborate with users to diagnose problems, investigate causes, and recommend solutions.
• Resolve issues within SLAs or escalate to the appropriate service level queue; review incidents and incident databases to ensure efficient problem resolution.
• Coordinate with internal support staff and/or vendors to resolve problems and follow up with end-users to ensure timely resolution.
• Process tickets from Tier II to resolution and escalate appropriate tickets to 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) and develop video-related briefings.
• Support occasional weekend maintenance windows conducted by Tier II personnel.
• Provide reach back to Microsoft Office
  365 product groups and developers.
• Develop and maintain weekly and monthly operational metrics.
• Participate in meetings with operations staff to discuss support-related matters.

Bring your technical expertise along with a drive for innovation to GDIT. The mid-level Onsite Support Administrator must have:

• Clearance: Minimum of an active Secret security clearance required.
• Education: Bachelor’s Degree in a related technical field.
• Certification: CompTIA Security+ or similar for IAT Level II DoD 8570 certification.
• Experience: Minimum of 8 years’ related experience required.

• Expertise in developing, maintaining and contributing to technical and process documentation.
• Experience with DoD VTC Platforms (Vidyo, Cisco, Poly, Pexip, Teams, and legacy Tandberg endpoints including Tandberg Codian Video bridges).
• Installation and troubleshooting of DNS, OCSP/certificates, AD, Email relay, scripting, Network/FW, h.323/SIP, databases, Linux/Windows OS, and IT logging/monitoring/management services.
• Proficiency in configuring, operating, and troubleshooting video edge devices (capture cards, video routers, conferencing gateways).
• Troubleshooting of Video Conferencing endpoint room systems.
• Experience with implementing required technical standards, preferred architecture,…