Help Desk Technician Iv

Clearance Level Secret Category Help Desk Location Mons, Belgium Onsite Workplace

**Requisition Type**:Regular****:
**Your Impact**:
Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.

Please take this opportunity to join one of GDIT’s fastest long-standing growing programs US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting-edge program supporting DoD intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team. You will be part of a dynamic team that is delivering a business-driven Enterprise Network to support BICES Global Enterprise Mission Support Services increasing performance, security, scalability, and stability while reducing costs and complexity resulting in increased supportability.

This position is responsible for managing and maintaining the US BICES-X Service Desk located at the NSHQ Headquarters on SHAPE and the NATO Special Operation University (NSOU) on Chievres Air Base., providing Tier 0 - 1 user and systems support, incident response, and escalation.

**Responsibilities**:

- Provides polite, professional, and responsive customer service.
- Provides daily face to face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students and Host Nation Civilians.
- Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
- Receives calls and works with remote customers offering professional and technically sound first call resolution when possible.
- Documents incident status and solutions using Microsoft SCSM incident database toolset.
- Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
- Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
- Creates and maintains SOPs or other guides to assist with troubleshooting.
- Provides follow-up actions with customers to ensure resolution of incidents or requests.
- Remotely configures and upgrades computer software.
- Provides end-user software troubleshooting and support remotely.
- Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
- Analyzes customer needs to determine functional and cross-functional requirements.
- Maintains current knowledge of relevant technologies as assigned.
- Participates in special projects as required.
- Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
- Requires professional certification in one or more specific technologies, depending on job assignment.
- Will occasionally be required to perform networks, systems, information assurance and logistics duties.
- This position requires working extended hours when needed. This may include weekends and holidays.

**Required Qualifications**:

- 5 years of experience required.
- AA/AS Degree - may substitute additional years of experience.
- Must possess and maintain a Secret Clearance.
- Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate. Computing environment training must be completed within 2 weeks of being hired.
- Must have good team working skills since this position entails coordinating with many different work centers.
- Must have good and professional customer relationship skills.
- Additional specific certifications may be required, depending on job assignment.
- MUST BE WILLING TO START WITHIN 30 DAYS OF SOFA APPROVAL.

**Preferred Qualifications**:

- Experience supporting multinational customers preferred.
- Experience operating in deployed environments preferred.
- ITIL Foundations v4 certification preferred.
- Additional specific certifications may be required, depending on job assignment.
- The work is typically performed at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes, or equipment.

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