Mid-Level Tier III Onsite Support Administrator

Req : RQ212767

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Secret

Public Trust/Other

Required:

None

Job Family: IT Infrastructure and Operations

Skills:

Documentations,Onsite Support,Problem Resolution,Standard Operating Procedure (SOP),Technical Issues

Experience:

6 + years of related experience

US Citizenship

Required:

Yes

GDIT is seeking a mid-level Onsite Support Administrator to provide support to Defense Information Systems Agency (DISA) Central Command (DISA CENT) in Tampa, FL or DISA Pacific (DISA PAC) in Pearl Harbor, HI. This position will provide essential on‑site support for the legacy classified system and aid with the transition to the new GVS technology.

The Tier III support team provides daily coverage 8:00 am - 5:00 pm local time, Monday‑Friday and may be asked to provide emergency/on‑call Problem and Break‑Fix support after hours.

* Selected candidate must be able to travel with frequency expected to be minimal.*

As an Onsite Support Administrator, you will work closely with your DISA customers, Program Management Office (PMO) representatives, site facilitators, and technical leads to provide vital technical support for DISA CENT and DISA PAC. You will serve as an advisor, technical assistance provider, and GVS representative to participating customer organizations.

You will analyze impacts and provide problem sources/resolution, providing management with recommended Courses of Action (COAs).

You will troubleshoot, maintain operational processes, and enhance customer satisfaction by resolving incoming tickets during regular working hours.

You will handle incident response, working directly with users and coordinating with other teams to diagnose and resolve technical issues. You will provide recommendations concerning VTC Facility architecture and configuration and provide onsite technical assistance as needed.

You will support in the development of exercise, contingency,Varsity or organism Concept of Operations (CONOPS) and work with VTC site facilitators to implement technical standards, preferred architecture, configuration, and operating practices.

Your role also encompasses reviewing incident databases, developing and maintaining routine operational metrics reporting, and providing detailed helpdesk metrics.

Provide 8 am‑5 pm local time on‑site Tier III support to DISA Central Command (DISA CENT) in Tampa, FL and DISA Pacific (DISA PAC) in Pearl Harbor, HI.

Aid with the transition from the legacy classified system to new technology.

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 assess 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 appropriately escalates 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).

Develop video‑related briefings.

Support occasional weekend maintenance windows conducted by Tier II personnel.

Provide reach‑back to Microsoft Office 365 Microsoft product groups and developers.

Develop and maintain weekly and monthly operational metrics.

Participate in meetings with operations staff to discuss support‑related matters.

Bring your technical expertise along with a drive for innovation to GDIT. The mid‑level Onsite Support Administrator must have:

Clearance: Minimum of an active Secret security clearance required.

Education: Bachelor’s Degree in a related technical field.

Certification: CompTIA Security+ or similar for IAT Level II DoD 8570 certification.

Experience: Minimum of 8 years’ related experience required.

Required Technical

Skills:

• Expertise in developing, maintaining and…