Systems Administrator/Service Desk

Job Description

Responsibilities

* The IT Service Center Administrator – Associate Administrator is part of an IT Service Center team providing first-response support for all Command and Control Mission Systems (C2MS), their associated software, hardware, configurations, and architectures as listed as part of the Specialized Automated Mission Suite (SAMS). This is an opportunity to work in an enhanced Service Desk environment that allows for professional growth and development, working above the normal Tier I support with potential to grow into other functional areas.

Functional duties include:

* Receives and processes all service requests, incidents, and issues as the C2MS communication focal point for multiple geographically separated locations.

* Assists in the development of call scripts and call trend analysis to refine and build efficient processes.

* Inputs, monitors and tracks information in Remedy and other ticketing solutions.

* Advises Senior System Administrators and Engineers in a Dev/Ops environment on Service Improvement opportunities to reduce call center volume, ultimately increasing customer satisfaction.

* Participates in training events and incident response exercises.

Knowledge, Skills and Abilities

Essential Qualifications:

* Applicants must have customer service skills which include the ability to meet goals in a timely manner, while being action-oriented, taking ownership, managing their time wisely and working effectively both independently and in a team environment.

* Good communication skills with internal team members as well as customers required

* Ability to support 24x7 work schedule/shift work in support of customer initiatives

* Exposure to C2/ISR Systems experience is highly desired w/emphasis on TBMCS, TACLAN, GCCS-J, PEX, or other mission systems

* Ability to multi-task, follow priorities and re-vector based on prescribed decision matrices and leadership guidance required

* Ability to create and maintain sustainment documentation and update systems lifecycle documentation required

* An impeccable work ethic with a desire to learn and progress within our company

Highly Desired Qualifications:

* Experience with one or more of the following operating systems/software is highly desired: Windows 2003/2008 Server, Red Hat Enterprise Linux (RHEL), VMware, Mobile Device Management (Air Watch preferred)

* ITIL v3 Foundation certification a plus

* Scripting experience to automate repetitive tasks a plus

* Apple Certified Support Professional certification a plus

Education

Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications

2-5 years of directly related experience in systems administration and analysis.

DoD 8570 IAT-2 or higher compliant required to start (Sec+ CE or higher)

Must have a Secret Clearance to begin work and the ability to obtain a Top Secret-SCI clearance

The work is performed in an office environment

Must be able to obtain a passport for OCONUS travel, if required

Lift over 35 LBS

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.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.

#arma #c2ms #dpost #isdcj

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