Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret

Clearance Level Must Be Able to Obtain:
Top Secret/SCI

Public Trust/Other Required:
None

Job Family:
Software Engineering

Job Qualifications:

Skills:
Incident Resolution, Process Documentation, Standard Operating Procedure (SOP), Technical Support, Troubleshooting
Certifications:
None
Experience:
6 + years of related experience
US Citizenship Required:
Yes

Job Description:

Senior Tier III Administrator

GDIT is seeking a Senior Tier III Administrator to provide support to Defense Enterprise Office Solution (DEOS) Cloud Service Offering contract. This position is a combination of remote (20%) and onsite (80%) support at either Arlington, VA or Fort Meade, MD.

As a Sr. Tier III Administrator, you will provide advanced technical support for applications and integrations using Microsoft Azure services, ensuring operational excellence and high customer satisfaction. You will resolve escalated issues, provide end-to-end support, and improve operational processes through documentation and standard operating procedures. You will oversee incident response, collaborating with users and other support teams to diagnose and resolve complex issues, maintaining high availability and security of video services. Your role will also encompass developing and maintaining weekly and monthly metrics reporting, providing comprehensive helpdesk metrics, and managing ad hoc support requests.

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

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

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

• Resolve issues within specific SLAs or escalate 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 escalate appropriate tickets to Tier IV.

• Provide end-to-end support for application and infrastructure related issues.

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

• Prepare and submit After Action Reports (AAR) in accordance with Operations and Command guidance.

• Collaborate with internal teams and external vendors to resolve technical issues and participate in support-related meetings.

• Coordinate enhancement capability schedules with engineering and government.

WHAT YOU'LL NEED TO SUCCEED
Bring your engineering expertise along with a drive for innovation to GDIT. The Senior Tier III Administrator must have:
• Education: BA/BS in Computer Science or related field or equivalent experience
• Experience: 6+ years of related experience
• Technical skills:

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

• Experience with administering and troubleshooting systems deployed in DoD Cloud Environments (IL4/IL5/IL6) with PaaS services, especially Azure, and classified and unclassified networks

• Expertise supporting custom developed applications and integrations and databases.

• Experience with M365 and Entra ID

• Excellent customer-facing skills.

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

• CompTIA Security+ or similar for IAT Level II DoD 8570 certification
• Certification in Azure or Cloud nice to have

• Security clearance level: Active TS/SCI or TS and SCI eligible
• Role requirements:

• Azure application administration experience.

• Experience with CI/CD pipelines, supporting release validation efforts.

• Experience supporting and troubleshooting cloud resources, database services, auto scaling, and automation.

• Automation experience using scripting languages, including PowerShell

• Experience with service ticketing platforms (e.g. ServiceNow)

The likely salary range for this position is $124,093 - $155,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Hybrid

Work Location:
USA VA Arlington

Additional Work Locations:
USA MD Fort Meade

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.