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Job Title Senior Service Desk Technician with TS/SCI
Job ID Number 206416
Company General Dynamics Information Technology
Location Linthicum, MD
Job Category Information Technology
Job Description As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 21,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. General Dynamics Information Technology is an Equal Employment Opportunity and Affirmative Action employer.
The Enterprise Service Desk Program provides Mission Readiness support to over 40,000 global Customers. Our ESD Team includes more than 100 dedicated staff working 24x7 delivering phone, web, remote management, and server support to our Customers. We rely on each other, process documents, technical solutions, Instant Messaging, training, and professional growth to resolve Customer issues as quickly as possible.
The organization is a very fast-paced, dynamic environment. Superior customer service skills are required. This position requires ability to work independently as well as within groups. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative.
The Senior Service Desk Support Technician is responsible for providing Tier I and basic Tier II support to customers with hardware, software, and application problems. The candidate serves as the Information Technology customer service specialist that performs a range of activities that contribute to overall customer satisfaction to the user base. Attention to detail and good organization skills are critical. Accurate incident documentation and tracking are important parts of the position.
Senior Service Desk Technician - Functional Description minimum requirements
? Must have mastered all responsibilities of Service Desk Technician which include:
? Demonstrates basic knowledge of the Microsoft Windows desktop operating systems and administrative tools
? Demonstrates basic knowledge of Enterprise support hardware, software, network connectivity and applications
? Provides accurate and detailed documentation of the IT problem, analysis and resolution actions performed during the IT restoration process
? Complies with documented procedures for IT service restoration by adhering to ESD policies and procedures relative to problem analysis and resolution
? Demonstrates excellent Customer Relationship skills through communications, tone, knowledge, and respect while engaging via phones, web tickets, and other communications media
? Demonstrates good writing skills relative to etiquette, clarity, concise information gathering, feedback, and written documentation during troubleshooting activities and resolution
? Demonstrates ability to independently understand, troubleshoot, and resolve many types of Service Requests
? Demonstrates the ability to learn all facets of the ESD's process oriented environment
? Demonstrates ability to independently understand, troubleshoot, and resolve most types of Service Requests
? Demonstrates advanced skills during rapid analysis and troubleshooting of desktop, file management, profile, and Active Directory issues
? Possesses an IAT Level 2 certification
o Security + (CompTIA CE)
? Demonstrates advanced knowledge of the Microsoft Windows desktop operating systems and administrative tools
o Active Directory; group, domain and systems policies; Event Manager, profiles, permissions
? Demonstrates advanced knowledge of Enterprise support hardware, software, network connectivity and applications
? Demonstrates intermediate abilities with server management
o Exchange, file, and print servers
? Assists and trains junior technicians with complex problems
? Provides some operational direction to peer team members
? Provides feedback on continuous improvements efforts and processes
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
Requires a Security +ce Certification.
Requires 3 years experience in a DOD classified environment with knowledge of cryptographic hardware, be familiar with network equipment, cabling, etc.
Apply Online Directly with General Dynamics Information Technology