Help Desk Technician

** Req :
** RQ231450

** Type of

Requisition :
** Regular

** Clearance Level Must Be Able to Obtain:
** Secret

** Public Trust/Other

Required:

** None

** Job Family:
** Technical Support Services

*
* Skills:

*
* Active Directory Administration,Customer Support,Help Desk Support

*
* Experience:

*
* 5 + years of related experience

** US Citizenship

Required:

*
* Yes

*
* Job Description:

*
* Check out this great opportunity to join one of GDIT's fastest long-standing growing programs!  US Battlefield Information Collection and Exploitation Systems eXtended (US BICES-X) is a cutting-edge program supporting DoW 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.

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.

+ May provide desk side support to users.

+ 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:

*
* + 5 years of experience required.

+ BA/BS degree - may substitute additional years of experience.

+ Must possess and maintain a Secret Clearance.

+ Must meet DoW 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…