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. And our work depends on a TS/SCI level cleared Director Support Technician to support our Intelligence customer.

Job Description:

The UDS Director Support Technician reports to the Tailored Desktop Support Team Lead and provides dedicated Deskside IT Service support to the NGA Front Office and Network Operations Center (NOC) End User Devices. End user device equipment consists of workstations (thin and thick clients), monitors, KVMs, print, fax and scan devices, secure tablets and laptops, VoIP devices, Desktop VTCs (DVTCs), removable media, and associated accessories. The individual will fulfil Installation, Move, Add, Change, and Disposal (IMACD) service requests, and support the completion of special projects.

Primary Responsibilities:

• Serve as the Front Office and Network Operation Center (NOC) Liaison for all UDS IT related issues.
  • Facilitate meetings and engage regularly with customers and members of senior leadership to:
    • address IT related questions or concerns
    • coordinate and plan emerging customer requirements
    • provide situational awareness to Front Office stakeholders concerning upcoming maintenance of IT systems or technology refresh efforts associated with systems used by the Front Office and NOC staff
• Deploy and sustain end user devices and associated accessories
  • Manage hardware in all stages including unpacking and setup of end user devices
  • Resolve IT incidents from cradle to grave, working closely with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contract
  • Install application software on end user device workstations via scripted install packages
  • Inventory management of UDS deployed software and end user devices
  • Network and locally attached printers
• Provide user education and training in basic hardware and software functions
• Create and maintain documentation and SOPs to train new employees
• Utilization of a ServiceNow based ticketing database to track, update and close break/fix incident tickets and in fulfilling new requests via RITMs and Demands
• Identify and execute process improvements and other enhancements that improve operational efficiency.
• Collocated seating with the Front Office staff, providing quick and immediate access for Tier 1 and Tier 2 support.

Basic Qualifications:

• TS/SCI Clearance w/ ability to obtain CI Poly
• Knowledge in one or more of the following areas:
  • Workstations (thin and thick clients)
  • Monitors
  • KVMs
  • Print, Fax and Scan Support Services
  • Voice and VTC Support Services
  • Desktop Image Management
  • Virtual Desktop Infrastructure (VDI) Support Services
  • Home Directory and Profile Support Services
  • E-mail Support Services
  • Software Support Services
  • Domain Name Services (DNS)
  • Dynamic Host Configuration Protocol (DHCP)
  • Patch Management (Windows)
• Excellent troubleshooting capabilities and strong communication skills
• Strong work ethic and attention to detail
• Strong organizational skills
• Strong writing skills (document creation and management)
• Strong time management skills and ability to work flexible schedules to meet job requirements
• Ability to work independently on projects and/or tasks
• Ability to move and lift computers, printers, monitors, and other hardware
• Experience and/or knowledgeable with; Windows 7; Windows 10; Citrix; SMS; and SCCM
• Technical understanding of Microsoft Office applications (Outlook; Word; Excel; PowerPoint; etc.)
• Team player and willing to both share knowledge and learn from others to ensure team's success
• Enthusiasm and ability to adapt to new and changing technologies
• A+ Certification, N+ Certification, Security + or other DoD 8570.01M certification
• Thin Client using Virtual Desktop Infrastructure (VDI) Technology
• Thick & thin web-based applications
• ITIL v3 Foundations
• Technical writing

Education & Experience:

• Requires Bachelor's Degree or an equivalent combination of years of experience and education and 2+ years of prior relevant experience.

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