Field support technician job description

Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.

Provide On-call support if required outside business hours on a rotational basis

Provide technical orientation and training for new Client employees on existing systems and software

Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.

Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

Provide weekly reports as requested by Customer

Implement best practices in the stores to resolve issues

Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services

Participate in team projects as requested.

Support End-User data backup, storage and recovery Services for all End-Users

Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.

Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.

Provide Smart Hands and Eyes Support for servers, network and security devices in site locations, as per Client policies and procedures.

Provide concierge services as required by local staffing, including:

- Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC

- Setting customer expectation ahead of possible allocation of case to ITSC agent if required

- Supporting customers on issues with Peripherals, and BYOD devices

- Provide information on IT/Client products and services

- Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)

- Software installation/troubleshooting

- Mobile Device Management and Mobile Application Management

- Support for Wireless connectivity, resolving performance issues, providing device connectivity and "value add" consultation for short "how to questions".

Minimum experience - 6 - 8 years of technical experience in Desktop and Technical Support, Service Delivery including 2-3 years of experience in Medical Care/Hospital FS/IT Management.

Desired Qualifications : BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience. A Technical Certification (Microsoft/HP/Dell) and ITIL Certification would be an added advantage on this role.

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** Top Secret SCI + Polygraph

**Job Family:** Field Engineering

GDIT is looking for a Systems Administrator Field Support Technician that holds TS/SCI with Poly clearance. Position is located at Ft. Meade Maryland, East Campus.

Performs a range of technical tasks and provides site support.

Modifies, moves, and installs a range of new equipment.

Troubleshoots a range of hardware and software problems and interconnectivity issues.

Performs a range of integrity testing and interviews customers to gather information about problems.

Provides advice and a range of onsite training for customer support personnel.

May coach and review the work of less-experienced professionals.

Will preform Data Transfer Agent requests to transfer files between networks.

Will interface with our Tier 2 technical support team and our Availability Management team to escalate any issues that require additional assistance to resolve.

Some travel will be required. Must be willing to travel to Texas 4 times per year for COOP exercises as well as in the event of an unplanned emergency.

A+/Net+ CompTIA Certificate or higher required

DESIRED QUALIFICATIONS: AA/AS (or equivalent experience), 3+ years of experience

COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.

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.

Direct Hire
Salary: 110,000 / year (flexible)
Hybrid schedule
2 step interview process


Job Summary:


Principal Duties and Responsibilities

• Develops and maintains a thorough knowledge of the Global offshore IT organization.
• Contributes to the development of technology standards for hardware, software, and related processes from offshore related communications.
• Complies with established technology standards.
• Coordinates the design, development, acquisition, implementation, and disposal of computer hardware, software, and communications solutions for Global IT.
• Maintains an appropriate inventory of technology equipment and software.
• With limited direction and support from the Manager – Global IT Infrastructure and Corporate IT, individual installs, configures, and troubleshoots server hardware, software, and as able, communications equipment; also provides LAN administration and periodic maintenance services for hardware and software.
• Preps, Installs, and configures personal computers; troubleshoots PC hardware issues.
• Coordinates the repair or replacement of personal computer hardware and server hardware; will coordinate the same for communications equipment with direction from Sr Manager.
• Aids, guidance, and communications to other departments, offices, and rigs for the resolution of software, hardware, or operations issues.
• Provides on-call assistance for critical, technology-related issues.
• Provides support and management of server virtualization technologies such as VMWare, HPE Simplivity
• Monitors, and where appropriate manages, LAN operations including backups and restores, connectivity problems, and user/access management using Microsoft AD.
• Builds and maintains the appropriate technology vendor relationships.
• Maintains a broad knowledge of technology, hardware, and systems; research information technology to remain current with technology and trends.
• Maintains regular and consistent communications with both the Manager – Global IT Infrastructure
• Developing new IT methods and solutions for the business
• Reporting issues, advances made, and other important information to stakeholders.
• Acquire and maintain certifications necessary for offshore travel.
• Collaboration with internal IT teams
• Collaboration with the offshore team
• Collaboration with vendor manage services
• Ability to review customer tenders and provide budgetary estimate to meet requirements
• Level 2 support with ability to identify root cause of the issue (Network, Comms, Apps, Server…) before handing over to appropriate team

Qualifications / Experience

• 3-4 years’ experience with offshore related communications such as satellite and LTE technologies.
• 3-4 years’ experience troubleshooting Microsoft Windows operating systems
• 3-4 years’ experience with Microsoft Office

Skills & Experience

• Analytical mindset and self-learning and problem-solving aptitude.
• Advanced knowledge of personal computer hardware, Microsoft desktop operating systems and peripheral equipment such as printers, drivers, monitors, keyboards, and scanners.
• Thorough knowledge of Intel-based servers and Microsoft Windows Server.
• General understanding of Linux operating systems and administration.
• Thorough knowledge of Microsoft Active Directory.
• Working knowledge of Microsoft Office products and configuration.
• Thorough knowledge of Local Area Network fundamentals including administration, architecture, and interoperability.
• Thorough knowledge of IP networking fundamentals including routing protocols, addressing, and name resolution (such as DHCP, and DNS).
• Working knowledge of wireless communication systems such as VSAT, LTE, Wimax and other radio frequency technologies
• Thorough understanding of networking hardware such as Cisco, Cisco Meraki, Aruba.
• Thorough understanding of server virtualization technologies such as Hyper-V and VMWare.
• Thorough understanding of software distribution systems such as LANDesk, SCCM.
• General understanding of IP-based telephone systems.
• Basic project management skills for managing concurrent projects and meeting deadlines.
• Ability to independently, and in conjunction with other analysts, perform thorough problem analysis for hardware and software.