Help Desk Technician at General Dynamics Information Technology – GBR Molesworth – Royal Air Force Molesworth (APC185)

Type of request:

Normal

The approval level must currently have:

Secret

The approval level must be able to obtain the following:

Secret

Suitability:

Public trust/other required:

No

Function family:

Helpdesk

Job Qualifications:

Skills:

Helpdesk support, technical support, troubleshooting

Certifications:

Experience:

2+ years related experience

US citizenship required:

Yes

Job description:

Title: Associate System Administrator
Clearance: SECRET

Location: Royal Air Force Molesworth

Take this opportunity to participate in one of GDIT’s fastest growing programs! US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is an advanced program to support DoD intelligence sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally distributed team supporting every combatant command, the U.S. BICES-X team directly supports the warfighter and their missions. We are looking for a creative and driven professional with a passion for solving real-world problems in a cross-functional, fast-paced team. You will be part of a dynamic team delivering a business-driven Enterprise Network in support of BICES Global Enterprise Mission Support Services, increasing performance, security, scalability and stability while reducing cost and complexity, resulting in greater supportability.

Responsibilities:

• Provides courteous, professional and responsive customer service.
• Provides daily face-to-face support to U.S. military and civilian personnel, as well as NATO military personnel, NATO partner nations, international students, and host country citizens.
• Provides first contact and incident resolution for customers with hardware, software and application issues. Attempts to resolve as many incidents as possible during initial contact, or at Level I. Efficiently escalates detailed incidents to a higher Level II or Level III, as necessary.
• Screens, refers and diagnoses internal inquiries and work requests as they relate to the maintenance of personal computers and related systems.
• Receives calls and works with external clients, providing professional and technically sound first call resolution where possible.
• Receive work support and incident requests via phone and email and create tickets to track work and/or escalate issues to the next level.
• Documents incident status and resolutions using the Service Now incident database toolset.
• Has up-to-date practical knowledge of computers, printers, laptops and common Windows applications.
• Interacts with customers on a daily basis to provide guidance on procedures related to account applications, email, home directories, file access/storage, and other local procedures necessary to ensure mission success.
• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

• Provides answers to frequently asked questions or solutions to common problems as part of the customer self-help function.
• Possesses extensive knowledge of the principles, methods and techniques used in computer troubleshooting and support.
• Has extensive knowledge of desktop operating systems and applications.
• Creates and maintains SOPs or other manuals to assist in troubleshooting problems.
• Ensures follow-up with customers to ensure incidents or requests are resolved.
• Configures and upgrades computer software remotely.
• Provides end-user software troubleshooting and remote support.
• Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Analyzes customer needs to determine functional and cross-functional requirements.
• Maintains current knowledge of relevant technologies as assigned.
• If necessary, you participate in special projects.
• Extensive knowledge of the principles, methods and techniques used in computer troubleshooting and support.
• Extensive knowledge of desktop operating systems and applications.
• Requires professional certification in one or more specific technologies depending on job assignment.
• Will occasionally be required to perform networking, systems, information assurance, and logistics tasks.
• This position requires shift work, including night, day or afternoon shifts, in addition to weekends and holidays.

Required qualifications:

• 2 years of experience required.
• Associates Degree – may substitute for additional years of experience.
• Must possess and maintain a classified clearance.
• Must meet DoD 8570 requirements and be eligible for IAT Level II access upon hire for positions of elevated privileges. Requirements include possessing and maintaining an active Security Plus CE certification and a computer environment training certificate.
• Must have good teamwork skills as this position involves coordination with many different work centers.
• Must have good and professional customer relations skills.

Preferred Qualifications:

• Experience supporting multinational clients is preferred.
• Experience working in deployed environments preferred.
• ITIL Foundations v4 certification is preferred.
• Additional specific certifications may be required depending on job assignment.
• The work is usually carried out at the customer’s location, which requires appropriate safety measures; work may require some physical effort when handling light materials, boxes or equipment.

#dpost #cjobs #cjpost #isdcj #GDITRecruiter #BICES #excitingMPEteam #DefenseOCONUS

The likely hourly rate for this position is between €21.84 – €29.56. However, this is not a guarantee of compensation or salary. Rather, salary will be determined based on experience, geographic location and possibly contractual requirements and may fall outside this range. Total compensation for international roles varies depending on tax, social security and immigration status, as well as location. In general, an international assignment may include allowances, premium increases, and/or relocation or transportation benefits, in addition to the stated base salary.

Scheduled weekly hours:

40

Travel required:

Less than 10%

Telecommuting Options:

On site

Work location:

International

Additional work locations:

Total rewards at GDIT:

Our benefits package for all U.S.-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 that offers the opportunity to contribute on both a pre- and post-tax basis up to the IRS annual limits and receive a company match. To promote work-life balance, GDIT offers employees full flexi-work weeks whenever possible and a variety of paid leave benefits, including vacation, sick and personal time, vacations, paid parental leave, military leave, bereavement leave and jury duty leave. To ensure that our employees can protect their income, other offers are available, including short and long term disability benefits, life insurance, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance. We regularly review our Total Rewards package to ensure our offering is competitive and reflects what our employees have told us they value most. We are GDIT. A global technology and professional services company providing consulting, technology and mission services to all major agencies within the U.S. government, defense and intelligence community. Our 30,000 experts harness the power of technology to create immediate value and deliver solutions that push the boundaries of innovation. We operate in 30 countries around the world, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber ​​and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and cutting-edge technology. We connect people with the most impactful customer missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn at the same time. From securing our nation’s most sensitive systems to enabling digital transformation and cloud adoption, our people are the ones making change happen. 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.