Clearance Level Top Secret/SCI Category Technical Support Services Location Fort Bragg, North Carolina ( Onsite Workplace ) Key Skills For Success Help Desk Software Information Technology (IT) Systems Troubleshooting REQ#:

RQ222457

Public Trust:

None Requisition Type:

Regular Your Impact Own your opportunity to support our nation's defense. Make an impact by connecting and securing critical operations across the globe, keeping our country safe and secure. Job Description Help Desk Manager - TS/SCI Required Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Help Desk Manager with for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Help Desk Manager , the work you'll do at GDIT will be impactful supporting mission of US Army Intelligence and Security Command (INSCOM).

Lead/Deliver:

Manage and oversee all help desk operations, ensuring competent and timely service across all inquiries and issues.

Collaborate:

Work alongside support teams, system admins, and end users to resolve escalated problems, optimize processes, and recommend technology improvements.

Innovate:

Develop problem-solving guidelines and streamline help desk systems for continuous improvement in user experience and operational efficiency.

RESPONSIBILITIES

Manage all activities related to the staffing, operation, and performance of an enterprise help desk. Develop schedules, prioritize tasks, and ensure continuity of service delivery. Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services. Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements. Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively. Evaluate help desk systems and recommend efficiencies or enhancements as needed. Resolve escalated inquiries and more complex technical issues. Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests. Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations. Monitor systems/networks in a real-time NOSC environment and initiate fix actions or escalate to Tier II/Tier III teams when needed. Provide support for implementation, troubleshooting, and maintenance of IT systems. Manage IT system infrastructure and related processes, ensuring consistent operational reliability. Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices. Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation. Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues. Document incidents and their solutions in an incident database.

WHAT YOU'LL NEED TO SUCCEED

Education:

Associate's degree

Experience:

7+ years of related experience Technical skills: Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration. Experience with Active Directory functions (e.g., unlocking accounts, creating accounts). Proficiency in imaging systems, implementing STIGs/IAVAs, and using

SCCM/PXE

Boot for system configuration. Knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred. Working knowledge of network operations (NOSC) and related support processes.

Security clearance level:

TS/SCI US

citizenship required Required Certification(s): DoW 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract

IAT II 8570/8140

Baseline Certification Security+ or equivalent

Computing Env:

Computing Env:

MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date.)

Role Requirements :

On customer site daily support Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity Travel may be required to support the mission

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

Growth :

AI-powered career tool that identifies career steps and learning opportunities

Support:

An internal mobility team focused on helping you achieve your career goals

Rewards :

Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

Community:

Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work. #

GDITINSCOM

#I2TS4 #GDITArmy Work Requirements Years of Experience 7 + years of related experience may vary based on technical training, certification(s), or degree Certification Travel Required Less than 10% Citizenship U.S. Citizenship Required Salary and Benefit Information The likely salary range for this position is $85,000 - $115,000. 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. Our Identity Verification Process As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes. About Our Work We are GDIT. A global technology and professional services company that delivers technology solutions 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 mission-ready capabilities in AI, cloud, cyber and software development. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans