IT Operations Specialist
Company: General Dynamics Information Technology
Location: Falls Church
Posted on: April 24, 2024
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Job Description:
Req ID: RQ172939
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Secret
Job Family: Help Desk
Skills:
Help Desk Support,Information Technology (IT) Infrastructure,IT
Service Management (ITSM),Technical Support,Troubleshooting
Certifications:
ITIL Foundation - ITIL, Security+, CE - CompTIA-Security+ CE
Experience:
3 + years of related experience
US Citizenship Required:
Yes
Job Description:
We are GDIT. The people supporting and securing some of the most
complex government, defense, and intelligence projects across the
country. We ensure today is safe and tomorrow is smarter. Our work
has meaning and impact on the world around us, but also on us, and
that's important. GDIT is your place. You make it your own by
embracing autonomy, seizing opportunity, and being trusted to
deliver your best every day. We think. We act. We deliver. There is
no challenge we can't turn into opportunity.
At GDIT, people are our differentiator. We are seeking a IT
Operations Specialist to provide timely and professional Tier II
support to users. To be successful in this position you need to be
collaborative and willing to work within a team. While you will
need to be a self-starter, completing tasks on your own, working
together is critical in this role. You will be interfacing with
users and senior staff. Therefore, you should be articulate in your
communications. You will need to explain technical intricacies to
end users in a way that is easily understood. You will need to
maintain a high-level customer service focus, exhibiting expertise,
courtesy, timeliness, and professionalism.
This is an IT Service Management contract in support of the
operation, modernization, expansion, and further evolution of the
ARNG's global Information Technology (IT) services including
networking, compute, storage, infrastructure, applications,
hosting, and program management services. The GECOS program
supports the ARNG enterprise IT infrastructure, its Wide Area
Network (WAN), authentication and directory services,
cybersecurity, application hosting, and associated services. GECOS
uses ITIL best practices framework as the basis for IT Service
Management (ITSM) model.
HOW AN IT OPERATIONS SPECIALIST WILL MAKE AN IMPACT:
Provide Tier 2 IT operations control support using ITSM ticketing
system such ServiceNow in the form of systems and as a technical
generalist that resolves incidents and requests independent of
further escalation to dedicated technology SMEs.
Provide Help Desk ticket escalation support to the Army and DISA
for all DODIN-A(NG) and DODIN-A(NG)-S issues above or outside the
direct O&M of the RCC-NG, including mobile device support.
Independently provides advanced level technical interpretation and
solutions in the management of networks, software, hardware,
configurations, and architectures.
Troubleshoot system hardware and software-specific issues in a
Windows and Cisco dominant environment.
Train end users on the proper use of hardware and software.
Apply practical knowledge of job area typically obtained through
advanced education and work experience.
Actively participate in all meetings such as, but not limited to
weekly staff meetings, weekly training, Weekly Ticket Tag-Up,
etc.
Preparing accurate documentation to support and maintain a working
knowledge base of service desk processes including pertinent
guidelines, regulations, compliance issues, and documentation
requirements as well as reference only application reference
guides.
Document, maintain, and store specific information, including
as-built diagrams and SOPs/Job Aides.
Support focus teams or specialized projects to promote rapid
improvement turnaround.
Maintains a high-level of customer service focus, exhibiting
expertise, courtesy, timeliness, and professionalism while
interfacing with users and senior staff members in person, on the
phone and/or email.
Be part of a team that supports and operates a 24x7x365 Service
Desk.
Ability to support a fast paced and ITIL transitional
environment.
Ability to demonstrate excellent communication skills, both verbal
and written to support incoming customer support calls and
emails.
Analytically inclined with attention to detail and accuracy and
consistent follow-through to assure problems are resolved with the
ability to respond to last minute requests.
Ability to identify and articulate key information in an efficient
and timely manner.
Ability to exercise discretion and independent judgment when
handling situational occurrences.
Analyzes and recommends alternative solutions to meet customer
needs.
Builds credibility and trust with customers and team members.
Identifies areas of opportunity to improve customer
satisfaction.
Must have excellent multi-tasking and time management skills.
Supports the team process and participates on cross-functional
teams.
Responsible for handling after-hours on call support (when
necessary).
Answer phones and respond to emails in a timely manner.
Participate in special projects as required.
Use ticketing system to:
Proactively check help desk queue for new emails and create and
assign tickets for those emails.
Ensure that tickets are actively being worked on and updated, and
that no tickets are unassigned.
Escalate tickets as needed.
Ensure all tickets worked include the problem, the solution, the
end user, initiation and completion time, and end user
satisfaction.
The resolution shall be in sufficient detail to allow another
support technician, not familiar with the problem, sufficient
information to resolve the same or similar problem without
extensively researching the issue again.
Notify the team lead of all VIP requests for support that require
additional resources which result in a delay of resolution.
Maintain current knowledge of relevant technologies as
assigned.
May need to lift and carry desktop equipment such as laptops,
computers, and monitors.
WHAT YOU'LL NEED TO SUCCEED:
Education : High School Diploma; AA/AS/BA/BS preferred or a related
technical discipline, or the equivalent combination of education,
technical certifications or training, or work experience.
Required Experience : 5+ years of related experience on Service
Desk
Required Technical Skills : IT experience supporting Help / Service
Desk
Certifications : Must Possess the appropriate baseline
certification(s) to achieve DoD 8570.01-M Information Assurance
Technical (IAT) Level II (CompTIA Security+ ce) prior to start.
Will need to obtain an additional certification within six-month of
hire to include ITIL certification. When 8140 requirements are
implemented on program/contract, employee will need to conform to
8140 certification standards.
Security Clearance Level : Must have active SECRET Clearance and be
able to maintain clearance.
Required Skills and Abilities : Superb communication skills; strong
ability to multi-task. Dependability, in that the individual is
consistently at work and on time, follows instructions, responds to
management direction, and solicits feedback to improve.
Location : Fairview Park, Falls Church, VA. 3 days onsite with up
to 2 days telework. Onboarding/transition in period requires
on-site support up to 45 days, if performance is good, telework can
be considered part time, but no more than 2 days a week. Could
change to full time on site on direction by management or
government.
Requires the ability to work any combination of hours (1st, 2nd,
3rd shift, weekends and holidays as requested).
GDIT IS YOUR PLACE:
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your
career.
Professional growth opportunities including paid education and
certifications.
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
We are GDIT. A global technology and professional services company
that delivers consulting, technology and mission services to every
major agency across the U.S. government, defense and intelligence
community. Our 30,000 experts extract the power of technology to
create immediate value and deliver solutions at the edge of
innovation. We operate across 30 countries worldwide, offering
leading capabilities in digital modernization, AI/ML, Cloud, Cyber
and application development. Together with our clients, we strive
to create a safer, smarter world by harnessing the power of deep
expertise and advanced technology.
We connect people with the most impactful client missions, creating
an unparalleled work experience that allows them to see their
impact every day. We create opportunities for our people to lead
and learn simultaneously. From securing our nation's most sensitive
systems, to enabling digital transformation and cloud adoption, our
people are the ones who make change real.
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.
Keywords: General Dynamics Information Technology, Silver Spring , IT Operations Specialist, Other , Falls Church, Maryland
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