User Support Technician

User Support Specialist

Join GDIT and be a part of the team of men and women that solve some of the world's most complex technical challenges. The Defense Threat Reduction Agency (DTRA) Defense Stockpile Management Systems (DSMS) support is searching for a User Support Specialist to join their team in Fort Belvoir, VA or Albuquerque, NM.

DTRA is the Executive Agent for the Joint Staff Nuclear Weapons Stockpile Manager and is assigned the responsibility for maintaining the DoD's national nuclear weapons stockpile database using the Defense Integration and Management of Nuclear Data Services (DIAMONDS) application.

Description Summary: Central focal point for all communications with external customers and, working closely with System Administrators, Field Support Technicians, and Software Developers, to provide seamless support to all users.

Responsibilities:

• Provides immediate support on all nuclear weapons accountability issues identified by users
• Provides business hour network monitoring, and 24/7 call-in support (on-call support on weekends)
• Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority
• Performs user account management per the Account Management Plan
• Performs advance software installations and upgrades to operating systems and layered software packages
• Supports developing DIAMONDS applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials, and conducting training either on-site or over-the-phone
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions
• Accessing databases using Toad for Oracle and Oracle SQL Plus to research and rectify nuclear weapons accountability issues
• Provides system updates and statuses to Government leadership via daily stand-up meeting with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all DSMS systems and trouble tickets from users
• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; walk customers through problem-solving process; follow up with customers to ensure issue has been resolved
• Collects and evaluates incident reporting practices and operations
• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library)

Requirements:

• Required: Nuclear Accountability or reporting experience
• Required: DOD 8570 IAT Level II (ex. CCNA-Security, Security + CE, CND, etc.)
• Required: Security Clearance: Fully adjudicated Secret to start w/TS SCI eligibility
• Education and Experience: Technical Training, Certification(s) or Degree, 5+ years of experience

GDIT IS YOUR PLACE:

Full-flex work week to own your priorities at work and at home 401K with company match Comprehensive health and wellness packages Internal mobility team dedicated to helping you own your career Professional growth opportunities including paid education and certifications Cutting-edge technology you can learn from Rest and recharge with paid vacation and holidays

The likely salary range for this position is $106,250 - $143,750. 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.

Scheduled Weekly Hours: 40

Travel Required: Less than 10%

Telecommuting Options: Hybrid

Work Location: USA NM Albuquerque

Additional Work Locations:

Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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