IT Service Desk Technician - Military veterans preferred

2018-10-25
General Dynamics Information Technology (www.gdit.com)
Other

/yr

  full-time   employee


Westwood
Massachusetts
United States

Provide level 1 IT support to customers for virtual desktop, PC, laptop, server, applications, mobile, and hardware issues.

  • Deal directly with customers either by telephone, electronically (email, instant messenger, remote desktop) or face-to-face.
  • Respond promptly to customer inquiries within established Service Level Agreements Objectives (SLO's).
  • Using SCSM Service Desk application, properly document customer support requests and resolve, or escalates requests to level 2 support teams.
  • Interact with peers across other IT disciplines towards problem resolution.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommend and document improvements to processes/systems as a result of incident resolution activities.
  • Work in support of projects/tasks in addition to level 1 IT Service Desk duties.
  • Ability to works as team member with good communication skills.

 

Hours/Schedule:

  • The primary work schedule for this position is Monday - Friday, 8:00am - 4:30pm or a similar work shift.
  • Afterhours on-call support rotation is a requirement for this position.
  • In order to accommodate planned and unplanned staff absences, schedule may vary as required.

Qualifications:

  • 2-4 years of directly related experience supporting IT service desk operations
  • Knowledge of customer service principles and practices are paramount
  • Must have experience in responding to customer requests with an emphasis on high customer satisfaction and problem resolution
  • Work output must be detailed for the highest level of accuracy and quality
  • Proficiency in the use of Virtual Desktop, Laptops, PC's, Microsoft Office Applications, Remote Network Access and Remote Control required
  • Experience with SCSM Service Desk Application and/or Cireson portal and RSA 2-factor authentication a plus

 

 
 

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:

Associates Degree in a related technical discipline or the equivalent combination of education, technical certifications, training, or work experience