Computer User Support Specialist/Tier II Help Desk Tech at General Dynamics

| Washington DC
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GDIT in Vicenza Italy is seeking candidates to help support SETAF-AF in their missions. These candidates will provide both Tier I and Tier II computing support to the organization working quickly to resolve issues and escalate them when necessary. These candidates will be working in a secure facility, so TS/SCI clearance will be required for consideration.

Responsibilities:
  • Provides polite, professional, and responsive customer service.
  • Provides daily face to face support to US Military and Civilian personnel.
  • Provides first contact and incident resolution to customers with hardware, software, and application problems. Attempts to resolve as many incidents as possible during the first contact, or at Tier I/II. Efficiently escalates detailed incidents to higher Tier III as required.
  • 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 customers offering professional and technically sound first call resolution when possible.
  • Works support and incident requests received via phone, email and create tickets to track work and/or escalate the issues to a higher tier.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications as well as common operating systems.
  • Provides basic VTC assistance when needed by customer.
  • Interacts with customers daily to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
  • 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.
  • Possesses comprehensive knowledge of desktop operating systems and applications.
  • 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.
  • Comprehensive knowledge of desktop operating systems and applications.
  • 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 shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.
Required Qualifications:.
  • Bachelor's degree in related field and minimum of 3 years of experience; OR an Associate's degree and minimum of 7 years of experience; OR 11 years of technical experience supporting enterprise IT services.
  • Must possess and maintain a TS/SCI clearance.
  • Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges and must obtain ITIL V4 Foundation within six months of hire.
  • Must have good team working skills since this position entails coordinating with many different work centers.
  • Must have good and professional customer relationship skills.
  • Selected candidate could potentially be required to travel throughout Africa and Europe. Travel may be via commercial or military transport. Modes of transport include, but are not limited to; car, truck, armored vehicle, fixed and rotary wing aircraft.
  • If deployment is required, the candidate must be able to pass all pre-deployment requirements (medical, dental, and psychological) and be able to obtain all required immunizations deemed necessary for theater entry.
  • 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.

COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
More Information on General Dynamics
General Dynamics operates in the Aerospace industry. The company is located in Reston, VA, Fairfax, VA, Falls Church, VA, Sterling Heights, MI, Groton, CT, Bath, ME, Savannah, GA, St. Petersburg, FL and San Diego, CA. General Dynamics was founded in 1952. It has 13790 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, 401(K) and Employee Stock Purchase Plan. To see all 905 open jobs at General Dynamics, click here.
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