General Dynamics Information Technology · 9 hours ago
Mid-Level Tier III Onsite Support Administrator
USA FL Tampa
Full-time
Onsite
Mid, Senior Level
$106K/yr - $144K/yr
8+ years expGeneral Dynamics Information Technology is seeking a mid-level Onsite Support Administrator to provide essential on-site support for the Defense Information Systems Agency (DISA) Central Command in Tampa, FL. The role involves troubleshooting, maintaining operational processes, and enhancing customer satisfaction by resolving technical issues while providing support for the transition to new technology.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide 8 a.m.-5 p.m. 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 ensure 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 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)
Develop video-related briefings
Support occasional weekend maintenance windows conducted by Tier II personnel
Provide reach back to Microsoft Office365 Microsoft product groups and developers
Develop and maintain weekly and monthly operational metrics
Participate in meetings with operations staff to discuss support-related matters
Qualification
Required
Minimum of an active Secret security clearance required
Bachelor's Degree in a related technical field
CompTIA Security+ or similar for IAT Level II DoD 8570 certification
Minimum of 8 years' related experience required
Expertise in developing, maintaining and contributing to technical and process documentation
Experience with DoD VTC Platforms (such as Vidyo, Cisco, Poly, Pexip, Teams, and legacy type Tandberg endpoints to include various Tandberg Codian Video bridge)
Installation and troubleshooting of systems such as DNS, OCSP/certificates, AD, Email relay, scripting, Network/FW, h.323/SIP, databases, Linux/Windows OS, and IT logging/monitoring/management services
Proficiency in configuring, operating, and troubleshooting video edge devices (capture cards, video routers, conferencing gateways)
Troubleshooting of Video Conferencing endpoint room systems
Experience with implementing required technical standards, preferred architecture, configuration, and operating practices to optimize VTC sessions with GVS
Proven ability to perform root cause analysis and escalation of incidents
Experience with exercise and contingency planning, and after‑action reporting in a DoD or similar environment
Ability to thrive in a highly collaborative, fast-paced, growth-focused environment
Benefits
Comprehensive benefits and wellness packages
401K with company match
Variety of medical plan options
Some with Health Savings Accounts
Dental plan options
Vision plan
Full flex work weeks
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
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