# Help Desk Support Specialist

**Company**: GDIT
**Location**: MacDill AFB, FL
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $23.37 - $31.63
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-FL-MacDill-AFB/Help-Desk-Technician_RQ231450-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0ef3a5fb-a2e

## Description

We are seeking a creative and driven professional with a passion for solving real-world issues on a cross-functional, fast-paced team. This position is high visibility and responsible for providing Tier 0, 1, and eventually higher tiered systems support, incidence response, and escalation supporting the US BICES-X Coalition Support Service Desk.

**Responsibilities:**

- Provides polite, professional, and responsive customer service.

- Provides daily face-to-face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students, and Host Nation Civilians.

- Provides first contact and incident resolution to customers with hardware, software, and application problems.

- Attempts to resolve as many incidents as possible during the first contact, or at Tier I.

- Efficiently escalates detailed incidents to higher Tier II or Tier III as required.

- Provides end-user software troubleshooting and support remotely.

- Provides follow-up actions with customers to ensure resolution of incidents or requests.

- Remotely configures and upgrades computer software.

- Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.

- Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.

- Analyzes customer needs to determine functional and cross-functional requirements.

- Manages the functionality and efficiency of a group of computers running on one or more operating systems.

- Maintains the integrity and security of systems.

- As required, supports users with completing requests for deployment of new services.

- Maintains system documentation.

- May provide desk-side support to users.

- Develops and monitors policies and standards for allocation related to the use of computing resources.

- Provides advice and training to end-users.

- Maintains current knowledge of relevant technologies as assigned.

- Participates in special projects as required.

- Adheres to the principles, methods, and techniques used in network administration and support.

- Maintains/enhances knowledge of related hardware and software.

**Required Qualifications:**

- 5 years of experience required.

- BA/BS degree – may substitute additional years of experience.

- Must possess and maintain a Secret Clearance.

- Must meet DoW 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges.

- Must have good team working skills since this position entails coordinating with many different work centers.

- Must have good and professional customer relationship skills.

- 2 + years of experience with common IT infrastructure services to include DNS, DHCP, and troubleshooting connectivity issues.

**Benefits:**

- Medical plan options

- Dental plan options

- Vision plan

- 401(k) plan with company match

- Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave

- Short and long-term disability benefits

- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

## Skills

### Required
- Active Directory Administration
- Customer Support
- Help Desk Support
- DNS
- DHCP
- Troubleshooting

### Nice to have
- Experience supporting multinational customers
- Experience operating in deployed environments
- Experience with user, administrative, and service account creation and management
- Experience with direct customer support for both internal and external customers
- Experience with Server STIGs, patching, Tenable, ACAS, SCCM, and IAVA vulnerabilities

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-FL-MacDill-AFB/Help-Desk-Technician_RQ231450-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)