Job Description

JOB DESCRIPTION

GDIT is seeking energetic and reliable professionals to join the GDIT/ARMA-GLOBAL Managed Services Support Center as a Full-Time Tier-2 (T2) Services Group and Provisioning Services Lead. In this role you will be responsible for resolving T2 incidents and supporting O&M activities. You may work often with customers to better understand their issues and/or following up with customers to solve customer issues and escalating issues to the next tier of support, when required. Our Managed Services Center team is committed to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided is essential

This is a remote work position scheduled for Monday through Friday 8am-5pm. Personnel in this role will be on call after hours to support critical/urgent Tier-1 (T1) incidents escalated to the T2 Services Group for resolution.

Functional duties include:
* Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies
* Receive and process tickets from T1 personnel resolve their request or reported issues in accordance with provided processes and standard operating procedures
* Input, monitor, track and respond to tickets as assigned, using established tools
* Augment T1 Services as required
* Provide Senior Management and Tier-3 (T3) Engineering Team details related to incidents to feed problem resolution
* Provide customer follow up to ensure issue resolution and customer satisfaction
* Provide follow-up/feedback to the T1 Managed Service Center team
* Participate in training events and incident response exercises
* Deliver recurring reports and trend data to senior leadership when requested
* In this role, candidate will service in the T2 Services Group and thus, will cover gaps in T1 services if/when need arises; will support Development, Engineering, Integration and Test events related to products and services.
* Will assist in the creation of processes, SOPs, and other D&E artifacts
* Will provide provisioning services from a Cloud-based environment

Knowledge, Skills and Abilities
* Must have experience supporting Enterprise Services
* Experience with Active Directory required
* Must understand networking technologies throughout the OSI model with emphasis on switching, routing, VPNs, firewalls, proxies
* Must demonstrate expertise in PKI, certificate based authentication and demonstrate a working knowledge of enterprise-level networks and service delivery models
* Must be an advocate for automation and demonstrate familiarity with various automation tool suites
* Applicants must have customer service skills which include the ability to communicate effectively, being action-oriented, taking ownership, managing time wisely and working effectively both independently and in a team environment
* Familiar with service desk ticketing systems and terminology (incident, service request, change) is desired
* Good communication skills with internal team members
* Ability to track and identify positive and negative trends
* Ability to recommend improvements to enhance efficiencies and customer outcomes
* Ability to multi-task, follow priorities and re-vector based on prescribed decision matrices and leadership guidance
* Must work well with others and be willing to train and mentor less junior personnel
* Must be able to support after hours incidents escalated to T2
* Ability to create and maintain sustainment documentation and update systems lifecycle documentation
* Must exhibit a passion for customer services and bring impeccable work ethic with a desire to learn and progress within our company
* Must have experience provisioning applications across an enterprise using enterprise tools, to client end user devices including Thick Clients, Thin Clients, and Mobile Devices
* Must have experienced developing SCCM Application Update packages to enterprise level distribution to client devices
* Be able performed work in both a remote setting and in an office environment, if required
* Must have reliable internet services to ensure work actions can be performed. In the event of an ISP service outage, candidate must seek alternate methods of ensuring commercial ISP access
* Must work well with others and demonstrate consistent focus on Team and Customer Success

Other Desired Qualifications:
* ITIL v3 or v4 Foundation certification a plus
* Cloud Certifications highly desired
* Android and iOS device experience highly desired
* Scripting experience to automate repetitive tasks highly desired
* Certifications related to AWS, MS Azure, Red Hat Linux are highly desired

Security Requirements
* Must have a SECRET clearance with the ability to obtain an SCI (TS/SCI)

Work Environment
* Work environment is remote as well as administrative office, when required

Certification Requirements
* DoD 8570 IAT-2 or higher (Sec+ CE or higher) compliance required
* Must possess an Operating Systems certificate in a related OS (Microsoft, Linux, RedHat, etc.)

Education and Qualifications
* Bachelor's Degree in related IT discipline plus 5 years related IT systems experience/exposure

OR
* Equivalent years' experience to a degree plus 5 years related IT systems experience/exposure

Scheduled Weekly Hours:
40

Travel Required:
None

T elecommuting Options:
Telecommuting 100%

Work Location:
USA FL Fort Walton Beach

Additional Work Locations:

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.nnGDIT 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.

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