Req ID: RQ230080
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: BI Full 6C (T4)
Job Family: IT Infrastructure and Operations
Skills:
Amazon Web Services (AWS),Enterprise Systems,Information Technology (IT) Systems
Experience:
1 + years of related experience
US Citizenship Required:
Yes
Job Description:
Advance how our customers operate while you advance your career. Join GDIT as a Systems Administrator and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.
MEANINGFUL WORK AND PERSONAL IMPACT
As a Systems Administrator , the work you'll do at GDIT will be impactful to the mission of our customers. You will play a crucial role in:
Administer CCaaS platform configurations, including users, roles, permissions, business units, teams, skills, routing, and other assigned contact center functions.
Support voice and digital channels, Interactive Voice Response (IVR) configurations, agent applications, recording services, and reporting capabilities.
Monitor service health, investigate alerts, and troubleshoot platform, connectivity, authentication, and integration issues.
Support integrations with ServiceNow, Salesforce, and other enterprise systems, including troubleshooting Application Programming Interface (API) connections and data flows.
Manage incidents, service requests, problems, and configuration changes through established service management processes.
Coordinate with platform vendors and internal technical teams to resolve issues, escalate service disruptions, and document corrective actions.
Implement and validate approved changes, maintaining appropriate testing records, implementation procedures, and rollback plans.
Support access reviews, configuration reviews, audit evidence collection, and remediation activities in coordination with security personnel.
Maintain runbooks, configuration records, troubleshooting guides, and operational knowledge articles.
Identify opportunities to automate routine administration and improve service reliability.
Participate in an on-call rotation and scheduled maintenance activities as required.
Monitoring & Optimization: Track real-time system performance, call pacing, connect rates, and audio quality to minimize downtime.
Collaborate with other administrators and developers to design workflows that improve customer satisfaction and agent efficiency.
WHAT YOU'LL NEED TO SUCCEED
Bring your technology expertise and drive for innovation to GDIT. The Systems Administrator must have:
● Education: Technical Training, Certification(s) or Degree
● Experience: 1+ years of related experience
● Required Skills:
Ability to troubleshoot issues across applications, networks, authentication services, and system integrations.
Understanding of VoIP, SIP protocols, networking concepts (TCP/IP, QoS), and web APIs
Understanding of call lists, data mapping protocols, and working with REST APIs/webhooks for CRM integrations
Strong problem-solving abilities and the skill to explain technical workflows to both technical and non-technical stakeholders at all levels
Ability to work under pressure during active platform incidents that severely impact customer outreach and agent productivity
Strong written and verbal communication skills, attention to detail, and ability to work independently while coordinating with a distributed team.
Proven ability as a self-starter when working individually and as a team player when working with others
Experience using ticketing systems and following incident management and change control processes.
● Security Clearance Level: Must be able to pass a background check to obtain a position of Public Trust (DHS HQ EOD required to be obtained before start; must be able to obtain DHS HQ Final Suitability to maintain employment)
● US Citizenship Required
● Location: Hybrid at GDIT's Integrated Technology Center in Bossier City, LA
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
● Flexibility: Full-flex work week to own your priorities at work and at home
● 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.
GDITLA
The likely salary range for this position is $63,750 - $86,250. 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 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 https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
