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:
Computer Backups, Information Technology (IT) Systems, Software Updates
Certifications:
None
Experience:
3 + years of related experience
US Citizenship Required:
Yes
Job Description:
GDIT is seeking amid-levelTier III Administratorto providesupport toDefense 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 6:00pm 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 willwork closely with your team and Leadtoprovide vital technical support for the integration of Global Video Services (GVS) such as Pexip into Microsoft 365 Teams. You will troubleshoot,maintainoperational 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,developingandmaintainingroutine 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,determiningthe level of supportrequired.
- Collaborate with users to diagnose problems, investigate causes, and recommend solutions.
- Resolve issues within specific SLAs or escalate to theappropriate servicelevel 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 ensuretimelyresolution.
- Process tickets received from the Tier II support desk to resolution and escalateappropriate ticketsto Tier IV.
- Provide end-to-end support for GVS and Secure-Video Teleconferencing (S-VTC) related issues.
- Develop andmaintaindocumentation 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 andmaintainweekly and monthly operational metrics.
- Participate in meetings with operations staff to discuss support-related matters.
WHAT YOU92LL NEED TO SUCCEED (Required):- Bachelor92s Degree and a minimum of 3 years92 experience.
Minimum of an active Secret security Clearance. - CompTIA Security+ or similar for IAT Level II certification.
- Expertisein developing,maintainingand 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 $80,750 - $109,250. 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.
