Senior Service Desk Specialist
Ft. Gordon, GA
General Dynamics Information Technology (GDIT) is looking for Senior Service Desk Technicians to support a mission centric 24x7 enterprise operations & data center infrastructure. Candidate will support a wide variety of classified and unclassified networks. Shift Work Required (Not Rotating).
Under general supervision, responsible for providing Tier I and Tier II telephone support to end-user community on hardware, software and network related problems, questions and/or issues. Troubleshoots to determine problems for operating systems, applications and remote access, email and telephone issues. Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team. Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Must possess an advanced technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Requires experience and knowledge of installation, configuration and troubleshooting of computers. Must have basic knowledge of help desk call tracking management systems. Requires strong communication and excellent customer service skills.
Provides technical support and troubleshooting to network, desktop and/or systems hardware and software.
1. Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
3. Provides end-user software troubleshooting and support.
4. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
6. Participates in the administration of e-mail systems.
7. Provides phone and help-desk support for local and off-site users.
8. Provides guidance and work leadership to less-experienced technicians and may have limited supervisory responsibilities
9. Maintains current knowledge of relevant technologies as assigned.
10. Participates in special projects as required.
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
5-8 years of directly related experience supporting help desk operations.
DOD 8570.01-M IAT LEVEL II certification REQUIRED (Windows 7 Enterprise Desktop Support Technician 70-685 or Windows 7 Enterprise Desktop Administrator 70-686 certified) Other Microsoft Windows 7 Certifications will be considered.
NOTE: Position may require physical activity including sitting or standing in place for long periods of time, lifting of computer/peripheral hardware, involve working on a piece of equipment that may require stretching, bending to access portions of equipment, etc....
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 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
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