Computer Troubleshooting Jobs (NOW HIRING)

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:

System Administration, Technical Support, Troubleshooting

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

Please take this opportunity to join one of GDIT's fastest long-standing growing programs! US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting-edge program supporting DoW intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team. You will be part of a dynamic team that is delivering a business-driven Enterprise Network to support BICES Global Enterprise Mission Support Services increasing performance, security, scalability, and stability while reducing costs and complexity resulting in increased supportability.

Responsibilities:

• Provides polite, professional, and responsive customer service.
• Provides daily face to face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students and Host Nation Civilians.
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Attempts to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalates detailed incidents to higher Tier II or Tier III as required.
• Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Receives calls and works with remote customers offering professional and technically sound first call resolution when possible.
• Works support and incident requests received via phone and email and create tickets to track work and/or escalate the issues to a higher tier.
• Documents incident status and solutions using Service Now incident database toolset.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications.
• Interacts with customers daily 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.

• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Possesses comprehensive knowledge of desktop operating systems and applications.
• Creates and maintains SOPs or other guides to assist with troubleshooting.
• Provides follow-up actions with customers to ensure resolution of incidents or requests.
• Remotely configures and upgrades computer software.
• Provides end-user software troubleshooting and support remotely.
• Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Analyzes customer needs to determine functional and cross-functional requirements.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Comprehensive knowledge of desktop operating systems and applications.
• Requires professional certification in one or more specific technologies, depending on job assignment.
• Will occasionally be required to perform networks, systems, information assurance and logistics duties.
• This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

Required Qualifications:

• 5 years of experience required.
• Bachelor's Degree - may substitute additional years of experience.
• Must possess and maintain a Secret Clearance.
• Must meet DoW 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate.
• Must have good team working skills since this position entails coordinating with many different work centers.
• Must have good and professional customer relationship skills.

Preferred Qualifications:

• Experience supporting multinational customers preferred.
• Experience operating in deployed environments preferred.
• ITIL Foundations v4 certification preferred.
• Additional specific certifications may be required, depending on job assignment.
• The work is typically performed at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes, or equipment.

The likely hourly rate for this position is between $29.52 - $31.51. 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.Total compensation for international positions varies by tax, social security, and immigration statuses, as well as location. Generally, an international assignment may include allowances, premium uplifts, and/or relocation or transportation benefits, above base salary range noted.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Onsite

Work Location:

International

Additional Work Locations:

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.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.Join our Talent Community to stay up to date on our career opportunities and events at

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans