IT Service Center Technician (Tier 2) – Telework - Military veterans preferred

2018-12-26
General Dynamics Information Technology (www.gdit.com)
Other

/yr

  full-time   employee


Oklahoma City
Oklahoma
United States

General Dynamics Information Technology (GDIT) is seeking highly motivated technical professionals who are eager to play a major role in IT transformation at Government agencies in the aviation and other transportation fields.

 

This is a telework position. Onsite support will be required as requested by customer.

 

The Service Center Technician (Tier 2) must demonstrate very strong interpersonal skills as well as provide excellent customer service.

 

The Service Center Technician (Tier 2) will perform the following:

  • Has excellent communication skills and proactively follows up on IT service requests/IT problem tickets until customer confirms resolution
  • Resolves end user incidents that could not be resolved through Tier 1 triaging using remote support tools
  • Installs software, modifies settings, replaces hardware, etc., as required to resolve an IT incident
  • Resolves desktop and network issues to restore service
  • Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, desktop applications, networks, printers and computer peripherals
  • Provides systems/network troubleshooting and support to include diagnosing, fixing, maintaining and upgrading hardware and software as well as desktop applications
  • Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies
  • Executes hardware/software deployment projects per the program’s deployment plan
  • Uses Configuration Management and ticket processes to document actions taken
  • Uses an ITSM Tool to manage user incidents and requests
  • Supports lifecycle management of IT equipment – deployment through exchange/disposal
  • Ensures installations are accomplished per plan, manufacturer specifications, and industry best practices
  • Resolves technical issues, ensures issues resolved per customer direction, and documents installed configuration
  • Proficient supporting desktop, server and network equipment
  • Escalate incidents to the next highest tier support level or the appropriate group per customer guidance
  • Maintains current knowledge of relevant technology as assigned
  • Participates in special projects as required

Qualifications:

1) 5 – 8 years directly related experience providing Tier 2 and remote support to end users

2) Required Certification: HDI

3) Other Certification: CompTIA A+, CCNA, CCNP

4) Significant demonstrated hands-on experience with ITSM tools (BMC Remedy preferred)

5) Significant demonstrated hands-on experience with Operating Systems (Windows, Mac, and others)

6) Considerable demonstrated experience administering Active Directory

 
 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.

Education:

Bachelors Degree in Computer Science or a related technical discipline.