Perform activities associated with implementation, integration and support of computer systems in mission critical response operations environment. (Shift Work)
Provide IT support to all customers
Receive customer IT queries by multiple methods (phone, self-service, etc.)
Provide the necessary information in the ticket in the event the
ticket is passed to another solver group
Triage and troubleshoot tickets submitted
Change and reset passwords on all FBI enclaves
Provide desktop software application assistance and installation
Resolve trouble tickets while interacting with the user, First Call
resolution (FCR) or escalate to other support entities
Remotely access the end-users desktop to provide support
Provide customers with status of the ticket and serve as primary
Give guidance to customers to resolve their issue and prevent
recurrences of the issue to the best extend possible
Provide expert technical support to customers having varying
levels of computing skills
Provide detailed diagnostic summary for the next tier level support
Writing comprehensive diagnostic details in tickets after
troubleshooting and triage activities
Some college or equivalent experience; technical coursework
Entry level with some prior experience providing technical support in a business environment.
Excellent oral and written communications skills with customers and peers; tactful and effective customer communications.
Strong team player
Ability and willingness to evaluate and learn new technologies and apply them effectively.
Special Position Requirements
United States citizenship
Must have active Top Secret
Ability to speak and communicate fluently in English language
Requires a High School Diploma or GED.
Associates Degree preferred.
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.
COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.