Tier III Administrator

About the role

GDIT is seeking a mid-level Tier III Administrator to provide support to Defense Information Systems Agency (DISA) Global Video Services (GVS) business area to enable the integration of video services into the Department of War. This position is a combination of remote (20%) and onsite (80%) support in Fort Meade, Maryland or Chantilly, VA. The Tier III support team provides daily coverage, 8:00am – 5:00pm local time, Monday–Friday and may be asked to provide emergency/on-call Problem and Break-Fix support after hours.

Responsibilities

• Work closely with your team and Lead to provide vital technical support for the integration of Global Video Services (GVS) such as Pexip into Microsoft 365 Teams.
• Troubleshoot, maintain operational processes, and enhance customer satisfaction by resolving incoming tickets.
• Handle incident response, working directly with users and coordinating with other teams to diagnose and resolve technical issues.
• Review incident databases, develop and maintain routine operational metrics reporting, and provide detailed helpdesk metrics.
• Provide technical support via phone and/or email to local and off-site users.
• 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.
• 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 escalate appropriate 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).
• 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.

Requirements

• Bachelor’s Degree and a minimum of 3 years’ experience.
• Minimum of an active Secret security Clearance.
• CompTIA Security+ or similar for IAT Level II certification.
• Expertise in developing, maintaining and contributing to technical and process documentation.
• Experience with M365 Teams.
• Experience with administering and troubleshooting systems deployed in DoW Cloud Environments (IL4/IL5/IL6), including MS Office 365, and classified and unclassified networks.
• Ability to thrive in a highly collaborative, fast-paced, growth-focused environment.

Skills

• Business
• Cloud Computing
• Operations
• Operations Processes
• Technical Issues

Pay

The likely salary range for this position is $114,750 – $155,250. Salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Schedule

• Scheduled Weekly Hours: 40
• Travel Required: Less than 10%
• Telecommuting Options: Hybrid
• Work Location: USA VA Chantilly
• Additional Work Locations: USA MD Fort Meade