Tier II and Tier III support (Hybrid)

IT Infrastructure And Operations

Duties and Responsibilities:

The candidate will be expected to provide dedicated Tier II and Tier III support as outlined below:

• Coordinate with the government to review work requests for priority, authorization, and acceptance.
• Develop solutions in accordance with AOUSC Department of the Chief Information Officer (DCIO) policies and procedures.
• Provide testing of solutions to ensure high quality of product delivered for acceptance.
• Provide SME recommendations in work execution to provide cost savings and process improvements.
• Use the shared SDLC resources provided by the DCIO including but not limited to ServiceNow, Jira, SharePoint, Gitlab, Fortify, IB Kojak FAP 60 and Sonatype.
• Update all applicable documentation as needed as a result of your work. This includes SOPs, system diagrams, etc.
• Provide solution approach artifacts and demos prior to execution for review and approval by the DCIO.
• Proactively manage support tasks to resolution including coordination with respective support team and customers and document the tasks status daily.
• Monitor, respond to tickets, track ticket trends and generate various user reports (error, permissions, access, audit, etc.).
• Coordinate and support various security tasks with Infrastructure and Security and Data Integration Staff.
• Create, update various knowledge solutions along with PSG, Vendor and O&M groups.
• Coordinate and support various test activities with supporting Testing Services Division.
• Create Knowledge base articles, Job aids, procedure documents and electronic learning modules.

Desired Qualifications, Experience, and Competencies:

• Five (5) plus years of relevant Tier II and Tier III support experience with medium-to-large enterprise applications within the federal government.
• Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
• Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).
• Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
• Excellent written and verbal skills.
• Ability to work independently with limited guidance or oversight.
• Ability to analyze complex data and present findings in a clear and easily understood manner.
• Ability to present recommendations for consideration and influence as needed.

Specialized Experience:

• Working knowledge of IT tracking tools, preferably ServiceNow and Jira.

Education and Certification Requirements:

• Bachelor's degree in a relevant field and 10+ years of experience are required, or a Master's degree in a relevant field and seven plus years of experience.

The likely salary range for this position is $93,662 - $113,275. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours: 40

Travel Required: None

Telecommuting Options: Hybrid

Work Location: USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-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 offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.