Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Secret

Clearance Level Must Be Able to Obtain:
Secret

Public Trust/Other Required:
None

Job Family:
IT Infrastructure and Operations

Job Qualifications:

Skills:
Business, Cloud Computing, Operations, Operations Processes, Technical Issues
Certifications:
None
Experience:
3 + years of related experience
US Citizenship Required:
Yes

Job Description:
GDIT is seeking a 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.

MEANINGFUL WORK AND PERSONAL IMPACT:
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 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 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 Office365 Microsoft product groups and developers

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

WHAT YOU'LL NEED TO SUCCEED (Required):

• 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.

The likely salary range for this position is $114,750 - $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 Chantilly

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.