General Dynamics Information Technology · 8 hours ago
Mid-Level Tier III Onsite Support Administrator
Greater Tampa Bay Area
Full-time
Onsite
Mid, Senior Level
$106K/yr - $144K/yr
8+ years expGeneral Dynamics Information Technology (GDIT) is seeking a mid-level Onsite Support Administrator to provide support to Defense Information Systems Agency (DISA) Central Command (DISA CENT) in Tampa, FL. This role involves providing essential on-site support for legacy systems and assisting in the transition to new technology, while collaborating with various teams to resolve technical issues and enhance customer satisfaction.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide essential on-site support for the legacy classified system and aid with the transition to the new GVS technology
Provide 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
Work closely with DISA customers, Program Management Office (PMO) representatives, site facilitators, and technical leads to provide vital technical support for DISA CENT and DISA PAC
Analyze impacts and provide problem sources/resolution, providing management with recommended Courses of Action (COAs)
Troubleshoot, maintain operational processes, and enhance customer satisfaction by resolving incoming tickets during regular working hours
Handle incident response, working directly with users and coordinating with other teams to diagnose and resolve technical issues
Provide recommendations concerning VTC Facility architecture and configuration and provide onsite technical assistance as needed
Support in the development of exercise, contingency, or organizational Concept of Operations (CONOPS) and work with VTC site facilitators to implement technical standards, preferred architecture, configuration, and operating practices
Review incident databases, developing and maintaining routine operational metrics reporting, and providing detailed helpdesk metrics
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
A vision plan
Full flex work weeks where possible
A 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
Company data provided by crunchbase