Req ID: RQ211214
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Secret
Public Trust/Other Required: None
Job Family: IT Infrastructure and Operations
Skills:
Cloud Computing,Problem Resolution,Standard Operating Procedure (SOP),Technical Issues,Technical Support
Experience:
8 + years of related experience
US Citizenship Required:
Yes
Job Description:
GDIT is seeking a Senior Tier III Administrator to provide support to Defense Information Systems Agency (DISA) Global Video Services (GVS) business area to enable the integration of video services into the Department of Defense.
This position is a combination of remote (20%) and onsite (80%) support in Fort Meade, MD or Chantilly, VA.
The Tier III support team provides daily coverage, 8:00am-5:00pm local time, Monday-Friday and may be asked to provide emergency/on-call Problem and Break-Fix support after hours.?
MEANINGFUL WORK AND PERSONAL IMPACT
As a Tier III Administrator, you will work closely with your team and Lead to provide vital technical support for the integration of Global Video Services (GVS) such as Pexip into Microsoft 365 Teams.
You will resolve escalated issues, provide end-to-end support, and improve operational processes through documentation and standard operating procedures.
You will oversee incident response, collaborating with users and other support teams to diagnose and resolve complex issues, maintaining high availability and security of video services.
Your role will also encompass developing and maintaining weekly and monthly metrics reporting, providing comprehensive helpdesk metrics, and managing ad hoc support requests.
Provide technical support via phone and/or email to local and off-site users.
Analyze and respond to incidents, determining the level of support required.
Collaborate with users to diagnose problems, investigate causes, and recommend solutions.
Resolve issues within specific SLAs or escalate to the appropriate service level queue for resolution.
Review incidents and incident database to ensure efficient problem resolution.
Coordinate with internal support staff and/or vendors to resolve problems and follow up with end-users and customers to ensure timely resolution.
Process tickets received from the Tier II support desk to resolution and escalate appropriate tickets to Tier IV.
Provide end-to-end support for GVS and Secure-Video Teleconferencing (S-VTC) related issues.
Develop and maintain documentation for Standard Operating Procedures (SOPs) and incident resolution scripts.
Support occasional weekend maintenance windows conducted by Tier II personnel.
Prepare and submit After Action Reports (AAR) in accordance with Operations and Command guidance.
Collaborate with internal teams and external vendors to resolve technical issues and participate in support-related meetings.
Coordinate enhancement capability schedules with the government Project Office/Lead.
Provide reach back to Microsoft Office365 Microsoft product groups and developers Develop plans and strategic communications for announcing capability enhancements and schedules.
What YOU'LL NEED TO SUCCEED (Required)
Bring your technical expertise along with a drive for innovation to GDIT. The Senior Tier III Administrator must have:
Education: Bachelor's Degree in Computer Science or related field.
Clearance: Active Secret security clearance.
Certification: CompTIA Security+ or similar for IAT Level II DoD 8570 certification
Experience: 6 + years of related experience.
Expertise in developing, maintaining and contributing to technical and process documentation.
Experience with M365 Teams Experience with administering and troubleshooting systems deployed in DoD Cloud Environments (IL4/IL5/IL6), including MS Office 365, and classified and unclassified networks.
Expertise in Pexip, Vidyo, or other video conference platforms.
Excellent customer-facing skills.
Ability to thrive in a highly collaborative, fast-paced, growth-focused environment.
GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
Growth: AI-powered career tool that identifies career steps and learning opportunities.
Support: An internal mobility team focused on helping you achieve your career goals.
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off.
Community: Award-winning culture of innovation and a military-friendly workplace.
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
The likely salary range for this position is $110,500 - $149,500. 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.
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.
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 50 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.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
