General Dynamics Information Technology provides information technology, 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. Our company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.
We have an opportunity for a Senior Service Desk Technician to solve basic technical problems and investigates elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. Activities may include, but are not limited to software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem. Also responsible for the research and development of solutions to new or unknown issues.
Principal Duties and Responsibilities:
Provides sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
Utilizes strong attention to detail and problem solving, to provide outstanding customer support
Analyzes and resolves complex service requests and incidents some of which may have been escalated by the junior level analysts
Leverages remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
Utilizes advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
Experience with Microsoft Windows, Microsoft SQL Server, Microsoft SharePoint, Microsoft Active Directory, Basic Networking Protocols, Remote Desktop Experience, General Hardware/Software Troubleshooting Experience. and Web Browser General Knowledge
DESIRED QUALIFICATIONS: AA/AS, 1+ years experience
Please note: this requisition is a pipeline requisition in support of a contract recompete, not fully funded by the customer. This may result in delayed responses from the GDIT Talent Acquisition team.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
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.