Systems Administrator

Clearance Level Must Currently Possess:

Clearance Level Must Be Able to Obtain:

Job Family:

Job Description:

Advance how our customers operate while you advance your career. Join GDIT as a Systems Administrator and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. MEANINGFUL WORK AND PERSONAL IMPACT As a Systems Administrator , the work you’ll do at GDIT will be impactful to the mission of our customers. You will play a crucial role in:

Administer CCaaS platform configurations, including users, roles, permissions, business units, teams, skills, routing, and other assigned contact center functions.

Support voice and digital channels, Interactive Voice Response (IVR) configurations, agent applications, recording services, and reporting capabilities.

Monitor service health, investigate alerts, and troubleshoot platform, connectivity, authentication, and integration issues.

Support integrations with ServiceNow, Salesforce, and other enterprise systems, including troubleshooting Application Programming Interface (API) connections and data flows.

Manage incidents, service requests, problems, and configuration changes through established service management processes.

Coordinate with platform vendors and internal technical teams to resolve issues, escalate service disruptions, and document corrective actions.

Implement and validate approved changes, maintaining appropriate testing records, implementation procedures, and rollback plans.

Support access reviews, configuration reviews, audit evidence collection, and remediation activities in coordination with security personnel.

Maintain runbooks, configuration records, troubleshooting guides, and operational knowledge articles.

Identify opportunities to automate routine administration and improve service reliability.

Participate in an on-call rotation and scheduled maintenance activities as required.

Monitoring & Optimization: Track real-time system performance, call pacing, connect rates, and audio quality to minimize downtime.

Collaborate with other administrators and developers to design workflows that improve customer satisfaction and agent efficiency.

WHAT YOU’LL NEED TO SUCCEED Bring your technology expertise and drive for innovation to GDIT. The Systems Administrator must have:

● Education: Technical Training, Certification(s) or Degree ● Experience: 1+ years of related experience ● Required Skills:

Ability to troubleshoot issues across applications, networks, authentication services, and system integrations.

Understanding of VoIP, SIP protocols, networking concepts (TCP/IP, QoS), and web APIs

Understanding of call lists, data mapping protocols, and working with REST APIs/webhooks for CRM integrations

Strong problem-solving abilities and the skill to explain technical workflows to both technical and non-technical stakeholders at all levels

Ability to work under pressure during active platform incidents that severely impact customer outreach and agent productivity

Strong written and verbal communication skills, attention to detail, and ability to work independently while coordinating with a distributed team.

Proven ability as a self-starter when working individually and as a team player when working with others

Experience using ticketing systems and following incident management and change control processes.

● Security Clearance Level: Must be able to pass a background check to obtain a position of Public Trust (DHS HQ EOD required to be obtained before start; must be able to obtain DHS HQ Final Suitability to maintain employment) ● US Citizenship Required ● Location: Hybrid at GDIT’s Integrated Technology Center in Bossier City, LA GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.

● Growth: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal mobility team focused on helping you achieve your career goals ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off ● Flexibility: Full-flex work week to own your priorities at work and at home ● Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

Scheduled Weekly Hours:

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Additional Work Locations:

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