Contract : Army G2 ARIES
Position : Lead Technician, Help Desk Service Desk Specialist (L2)
GENERAL SUMMARY :
GDIT is seeking candidates to support the US Army G2. Under the Army Intelligence Information Technology Environment Support (ARIES) task order, the G2 supports numerous Army organizations providing mission critical intelligence tailored to the needs of Army senior leaders throughout the globe.
The ability of these organizations to provide this needed intelligence is dependent on the availability and successful operation of their Information Technology (IT).
The ARIES contract provides IT repair, maintenance, operations, logistics, engineering and cybersecurity services to ensure secure, reliable, and uninterrupted availability of the organization’s IT systems.
Principal Duties and Responsibilities :
Service Desk Specialist will :
Provide first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
Provide polite and friendly customer service
Attempt to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalate incidents to higher Tier 2 or Tier 3 when required
Document incident status and solutions in incident database tools
Possess current working knowledge of computers, printers, laptops, and common windows applications
Work through various types Tier 2 issues with telephone assist
Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Possess comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
Possess comprehensive knowledge of desktop operating systems and applications
Desirable Skills / Experience :
Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access / storage, and other local procedures as required to ensure mission success
Perform Level I / II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
Experience with Remedy ticketing system and Active Directory
DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
Required Baseline / Security Environment Certification : CompTIA Security+ CE or equivalent
Desired Computing Environment Certification : Microsoft Windows 10, or Microsoft Server 2012, or Microsoft Certified Technology Specialist (MCTS)
Security Clearance : TS / SCI required
Additional Qualifications :
Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
Position may require lifting of objects (i.e. IT hardware), reaching / bending / kneeling (i.e. plug in cables) and other moderately strenuous activity
Applicants must be able to deploy to potential hazardous duty locations due to mission requirements. Candidates must be able to maintain compliance with the standards of fitness requirements at all times throughout the period of performance of the task order
High School diploma / GED with 8 years of related experience, or Associate's degree with 6 years of experience, or Bachelor's degree with 4 years of experience
5-8 years of directly related experience supporting help desk operations
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.
With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-
critical IT programs and provides mission support services.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.