General Dynamics Information Technology (www.gdit.com)
Contract: I2TS II
Position: Lead Technician, Help Desk - Service Desk Specialist (L2)
Location: Fort Meade, MD
Principal Duties and Responsibilities:
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
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
Desired Computing Environment Certification: Microsoft Windows 10, or Microsoft Server 2012, or MCTS
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
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
4-8 years of directly related experience supporting Help Desk operations.
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.