Supervisor, Help Desk - Military veterans preferred
2019-01-09 General Dynamics Information Technology (www.gdit.com)
China Lake California United States
Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Supervises operation of help desk and serves as focal point for customer concerns.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Provide technical assistance to computer users.
Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Acts as the overall lead, manager and administrator for the contracted effort.
Serves as the primary interface and point of contact with Government program authorities on technical and program/project issues.
Oversees contractor execution of the contract requirements.
Manages acquisition and employment of program/project resources.
Provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals.
Support responsibilities include software installation, and configurations.
This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. In this position, the incumbent troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software. Knowledge of help desk ticketing systems, managed services software, Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics.
1. Supervises assigned technical support staff in support of networked and stand-alone computer users and systems.
2. Supervises staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
3. Supervises the installation, testing, and setup of new hardware and software.
5. Recommends new hardware and software as needed.
6. Maintains current knowledge of relevant technologies as assigned.
7. Participates in special projects as required.
Minimum Experience Required:
Five (5) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.
Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
Experience with Remedy/Help Desk Management Systems.
Progressive experience in the management of a technical support team.
Experience developing and providing Service Level Agreements and Help Desk deliverables.
IAT Level II baseline certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, (or achieve within six months of TOA or hiring)
Certified as a Microsoft Certified Desktop Support Technician (MCDST).
Active TOP SECRET clearance required.
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.
BS/BA degree in Computer Science, Information Sciences, or related IT discipline.
ALLOWABLE SUBSTITUTION: Four (4) years of experience performing the foregoing functions and an AA/AS degree can be substituted for a BS or BA degree.