Help Desk Technician - Military veterans preferred
2018-12-19 General Dynamics Information Technology (www.gdit.com)
Arlington Virginia United States
General Dynamics Information Technology (GDIT), a leading provider of systems engineering, integration, IT service operations and support solutions, is seeking talented professionals to deliver valuable services and solutions to our customers.
GDIT has a great team consisting of experienced and knowledgeable managers who lead and support the career development objectives of our employees. Our employees consider the company to be a solid partner in their career, with an abundance of opportunities for advancement.
Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
Installs, configures, and upgrades computer hardware and software.
Provides end-user software troubleshooting and support.
Provides timely response and resolution to e-mail and phone support requests regarding both IT related, application functionality issues
Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Provides phone and help-desk support for local and off-site users.
Provides guidance and work leadership to less-experienced technicians.
Maintains current knowledge of relevant technologies as assigned
Follows and adheres to Help Desk standards and practices indicated in the Standard Operating Procedure (SOPs)
Effectively Documents, Troubleshoots, and Tracks inquiries or issues being received to the Help Desk in order to meet or exceed team/contract (SLAs) Service Level Agreements.
Reviews application detailed designs for first level analysis of issue reported by the end user. Strives to resolve reported issues at First Touch and escalates issues to the appropriate team for further analysis and resolution as required.
Provides timely/accurate written information in response to inquiries via MS Outlook.
Provides assistance on application functions and usage to the end user as well as to other team members.
Utilizes configuration management tool to write software change requests for suggested enhancements to the application as well as defect notifications as required.
Maintains the Help Desk Knowledge Base as required.
Performs website administration to include user account administration and document posting.
Provides Microsoft Active Directory user account administration, such as account creations and password resets.
Utilizes SQL Reporting Services to update colleague subscriptions and to run and provide selective reports as required.
Performs other duties as assigned.
1-3 years of directly related experience supporting help desk operations or customer service.
Experience participating in Help Desk activities
Experience with Help Desk trouble ticketing systems
Interpersonal skills to effectively interact with customers and team members.
Pleasant personality that can work in a high volume e-mail and telephone request environment.
Prior refugee program experience a plus.
Ability to work in a team environment as well as independently.
Solid critical thinking capacity to research technical/functional issues and statuses, follows up with the necessary customer contacts to respond to various inquiries, and demonstrates ability to multi-task.
Excellent written and oral communication skills.
Experience utilizing SQL for query and troubleshooting efforts
Experience with SQL Reporting Services to update colleague subscriptions and to run and provide selective reports as required.
Willingness and ability to obtain a Secret security clearance
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.