Mission:A DSS Systems Administrator is responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders and other peripheral devices within the Department of State consolidated Bureaus.
Duties and Responsibilities:- Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
- Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.
- Analyze, evaluate and test software and hardware in response to issues identified by customer.
- Support in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilities.
- Mitigate identified security issues.
- Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved.
- Prepare and maintain activity and progress reports regarding support activities.
- Act to coordinate activities across support agencies to delivery support service to customer. Manage and track escalations to ensure timely resolution of customer issues.
- Contribute to identifying improvements in the support of hardware, software or infrastructure related services.
- Work to meet program service level agreements (SLA's) to resolve customer issues.
- Provide one-on-one and small group training in the use of application (COTS & GOTS) and devices to new users and IT Mart visitors.
- Install, configure and troubleshoot microcomputer hardware and software systems, to include servers.
- Install, configure, and troubleshoot peripheral devices such as, card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
- Conduct diagnostic troubleshooting and repair for microcomputer devices
- Install hardware and software application on a myriad of computer devices
Desired Skills or Experience:- Strong customer service and communication skills (both written and verbal)
- Excellent interpersonal skills, especially ability to listen and understand what is being described
- Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
- Experience providing Tiers 1 and 2 technical support with hardware and software.
- Excellent attention to detail.
- Strong working knowledge of computer terms.
- Customer service operations experience.
- 1year (5 years highly preferred) of related experience.
Education and Clearance:- Associate's degree or equivalent experience
- Must be US Citizen and clearable; Secret clearance (or higher) a plus
- One or more industry standard certifications- A+, Security+, Network+; etc.
Physical Requirements:- Ability to lift and move 30 lbs. of equipment
Work location: Washington, D.C.
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Work Requirements
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Years of Experience
1 + years of related experience
* may vary based on technical training, certification(s),
or degree
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Certification
CompTIA - Network+ - CompTIA
CompTIA - A+ - CompTIA
CompTIA - Security+ - CompTIA
Travel Required
10-25%
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Citizenship
U.S. Citizenship Required
Salary and Benefit Information
The likely hourly rate for this position is between $33.51 - $45.33. 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.
View information about benefits and our total rewards program.
About Our Work
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.
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.