Service Desk Specialist (L2) at General Dynamics Information Technology (Baltimore, MD)

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Principal Duties and Responsibilities:

An I2TS 3 Service Desk Specialist:• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests• Provides polite and friendly customer service• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required• Documents incident status and solutions in incident database tools.• Possesses current working knowledge of computers, printers, laptops, and common windows applications• Works through various types Tier II issues with telephone assist• 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

Desirable Skills / Experience:• Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc. • Interact with customers on a daily basis 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.

Education Required:• High School diploma/GED with 8-years of related experience, or Associate's degree with 6-years of experience, or Bachelor's degree with 4-years of experience

Certification(s):• DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract• Required Baseline/Security Environment Certification: CompTIA Security+ CE or equivalent• Required Computing Environment Certification: MTA 98-349, Windows Operating System Fundamentals (Must be willing to obtain within six months of hire)

Additional:• Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract• Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity


More Information on General Dynamics Information Technology
General Dynamics Information Technology operates in the Aerospace industry. The company is located in Falls Church, VA. General Dynamics Information Technology was founded in 2022. It has 21625 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 332 open jobs at General Dynamics Information Technology, click here.
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