GDIT

  • Service Desk

    Job Location USA-FL-Hurlburt Field
    Requisition ID
    2019-57203
    # of Openings
    1
    Job Function
    Information Technology
    Security Clearance Level
    Secret
    Full/Part Time
    Full Time
  • Job Description

    Responsibilities:

    • The IT Service Center Administrator is part of an IT Service Center team providing first-response support for all Command and Control Mission Systems (C2MS), their associated software, hardware, configurations, and architectures as listed as part of the Specialized Automated Mission Suite (SAMS). This is an opportunity to work in an enhanced Service Desk environment that allows for professional growth and development, working above the normal Tier I support with potential to grow into other functional areas.  

     

    Functional duties include:

    • Receives and processes all service requests, incidents, and issues as the C2MS communication focal point for multiple geographically separated locations.
    • Assists in the development of call scripts and call trend analysis to refine and build efficient processes.
    • Inputs, monitors and tracks information in Remedy and other ticketing solutions.
    • Advises Senior System Administrators and Engineers in a Dev/Ops environment on Service Improvement opportunities to reduce call center volume, ultimately increasing customer satisfaction.
    • Participates in training events and incident response exercises.  

    Education

    • DoD 8570 IAT-2 or higher compliant required to start (Sec+ CE or higher)
    • Bachelor's Degree in a related IT field, or an equivalent combination of education and experience.

    Qualifications

    Knowledge, Skills and Abilities

    Essential Qualifications:

    • Applicants must have customer service skills which include the ability to meet goals in a timely manner, while being action-oriented, taking ownership, managing their time wisely and working effectively both independently and in a team environment.
    • Good communication skills with internal team members as well as customers required
    • Ability to support 24x7 work schedule/shift work in support of customer initiatives
    • Exposure to C2/ISR Systems experience is highly desired w/emphasis on TBMCS, TACLAN, GCCS-J, PEX, or other mission systems
    • Ability to multi-task, follow priorities and re-vector based on prescribed decision matrices and leadership guidance required
    • Ability to create and maintain sustainment documentation and update systems lifecycle documentation required
    • An impeccable work ethic with a desire to learn and progress within our company 

    Highly Desired Qualifications:

    • Experience with one or more of the following operating systems/software is highly desired: Windows 2003/2008 Server, Red Hat Enterprise Linux (RHEL), VMware, Mobile Device Management (Air Watch preferred)
    • ITIL v3 Foundation certification a plus
    • Scripting experience to automate repetitive tasks a plus
    • Apple Certified Support Professional certification a plus

    Required Qualifications:

    • Minimum 2 years related IT systems experience
    • Must have a Secret Clearance to begin work and the ability to obtain a Top Secret-SCI clearance

    Work Environment:

    • The work is performed in an office environment
    • Must be able to obtain a passport for OCONUS travel, if required
    • Lift over 35 LBS
     
     

    For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

     

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