Onsite Support Administrator

By Light Professional IT Services LLC

1d•Onsite

About The Position

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 or DISA Pacific (DISA PAC) in Pearl Harbor, HI. This position will provide essential on-site support for the legacy classified system and aid with the transition to the new GVS technology. 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. Selected candidate must be able to travel with frequency expected to be minimal. Responsibilities As an Onsite Support Administrator, you will work closely with your DISA customers, Program Management Office (PMO) representatives, site facilitators, and technical leads to providing vital technical support for DISA CENT and DISA PAC. You will serve as an advisor, technical assistance provider, and GVS representative to participate in customer organizations. You will analyze impacts and provide problem sources/resolutions, providing management with recommended Courses of Action (COAs). You will troubleshoot, maintain operational processes, and enhance customer satisfaction by resolving incoming tickets during regular working hours. You will handle incident response, working directly with users and coordinating with other teams to diagnose and resolve technical issues. You will provide recommendations concerning VTC Facility architecture and configuration and provide onsite technical assistance as needed. You will support 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. Your role also encompasses reviewing 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.

Requirements

Experience: Minimum of 8 years’ related experience required.
Education: Bachelor’s Degree in a related technical field.
Certification: CompTIA Security+ or similar for IAT Level II DoD 8570 certification.
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.
Minimum of an active Secret security clearance required.

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.